AWS Machine Learning

NOVEMBER 15, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case. Let’s dive into how the Lighthouse architecture and features support users in generating insights.

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ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade.

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OctopusTech

NOVEMBER 11, 2024

Using data analytics allows you to identify trends and opportunities that enhance conversion rates, converting more visitors into paying customers. Industry-specific standards will always provide the best insight into how your business should perform, helping management make the appropriate decisions for the business.

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VirtualPBX

NOVEMBER 5, 2024

Earlier today, we announced our anticipated November product release, delivering a powerful combination of browser security, detailed analytics, and real-time monitoring tailored for small and medium businesses. It’s a powerful step toward real-time management that optimizes productivity and enhances customer satisfaction.

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Analytics First call resolution Enterprise Employee engagement 59

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

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VirtualPBX

NOVEMBER 5, 2024

Earlier today, we announced our anticipated November product release, delivering a powerful combination of browser security, detailed analytics, and real-time monitoring tailored for small and medium businesses. It’s a powerful step toward real-time management that optimizes productivity and enhances customer satisfaction.

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Analytics First call resolution Enterprise Employee engagement 52

AWS Machine Learning

OCTOBER 23, 2024

Post Call Analytics (PCA) is a solution that does most of the heavy lifting associated with providing an end-to-end solution that can process call recordings from your existing contact center. These capabilities can significantly enhance your post-call analytics workflow, making it easier to derive insights from your contact center data.

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DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

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AWS Machine Learning

APRIL 30, 2024

This can make it challenging to scale quality management within the contact center. To address these issues, we launched a generative artificial intelligence (AI) call summarization feature in Amazon Transcribe Call Analytics. You can upload a call recording in Amazon S3 and start a Transcribe Call Analytics job.

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Analytics APIs Customer Service Entertainment 120

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

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DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

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Analytics Coaching Employee engagement Quality management 48

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. What Is Legal Case Management Software?

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Contact Center Pipeline

FEBRUARY 24, 2021

Speech analytics using machine learning and AI are already making an impact within contact centers, but most of the 30-plus vendors I collaborate with are still trying to figure out how to best utilize their own […]. Who decided that three was the optimum number of times an agent should say the name of a customer?”

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Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?

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Big data Call Center Analytics Interactive Voice Response 62

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.

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AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Rocket Mortgage, America’s largest retail mortgage lender, revolutionizes homeownership with Rocket Logic – Synopsis, an AI tool built on AWS.

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Analytics First call resolution Banking Interactive Voice Response 121

CustomerSuccessBox

JUNE 3, 2022

The customer success manager’s function is evolving and expanding, and the reason for this transition is- DATA. The best customer success managers (CSMs) or customer success data analysts — or whatever their official title is – are masters of customer data measurement and analysis. Learn more about product data analytics here.

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MiaRec

AUGUST 31, 2023

Are you considering purchasing MiaRec’s Conversation Intelligence platform but are wondering what happens once you sign the contract? You might have been burnt in the past by a bad onboarding experience and are asking yourself what you should expect in the next steps regarding technical implementation, onboarding, training, and support.

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The Northridge Group

AUGUST 10, 2021

Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater. Leverage Contact Center Analytics. Let the Data do the Heavy Lifting.

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Analytics Interactive Voice Response Contact Center Coaching 162

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

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Quality management Analytics Management Contact Center 71

The Northridge Group

AUGUST 16, 2018

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. As a result, the following trends in Workforce Management (WFM) have emerged:

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Analytics Management Contact Center Customer Service 109

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

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Analytics Interactive Voice Response Contact Center First call resolution 52

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. Published on: January 17, 2022. What types of data should you focus on, and what are the main benefits?

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NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

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AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

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Analytics Interactive Voice Response Average Handle Time Contact Center 124

LiveVox

OCTOBER 30, 2023

The contact center industry’s transition to flexible work arrangements has introduced new complexities for frontline managers. Managers have found it difficult to […] The post Analytics Bridges the Visibility Gap Amid Shifting Work Models appeared first on LiveVox.

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Analytics Coaching Contact Center Feedback 90

Cisco - Contact Center

FEBRUARY 14, 2024

Firewall Logs Integration, Expanded Response Management, and Other Enhancements Secure Network Analytics (SNA) Release 7.5.0 is generally available as of January 22, 2024. All current customers are … Read more on Cisco Blogs

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Analytics Management 70

Spearline

FEBRUARY 8, 2022

Therefore, telephone conversation is a huge area for CX management. Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. The post The Power of Voice Analytics appeared first on Spearline.

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Analytics Telecommunications Big data Customer emotions 98

NobelBiz

MAY 14, 2024

One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics? Conversational analytics stands as a crucial technology in customer service.

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Global Response

NOVEMBER 21, 2023

Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Here are four key ways can analytics support your business and how can you implement them.

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Analytics Customer retention outsourcing Sales 62

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.

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The Northridge Group

NOVEMBER 10, 2023

Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics. The healthcare data analytics market has been growing at a 1 5.3% This market has been experiencing such rapid growth for one reason: data analytics works. billion by 2030.

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