Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Contact center agents equipped with real-time data can adjust their approach during interactions based on the customer’s mood and feedback.

Analytics 52

Analytics Customer Experience Contact Center Big data 52

Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Balto

MARCH 29, 2023

And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. Analyzing Big Data Call centers collect a huge amount of data on their customers and how they interact with their businesses.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. This is where big data and predictive analytics come into play.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Balto

JUNE 20, 2023

Exploring the Benefits of Conversational AI in Contact Centers Some of the benefits of conversational AI in contact centers include: Enhancing Customer Engagement and Satisfaction in Contact Center Operations Today, customers’ service level expectations are much higher than anytime before.

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

Spearline

MAY 8, 2019

And these log files are a genuine big-data environment, so the timing of a problem call is important. +/- a few minutes for the start of a call involves researching a large amount of data. Service levels and SLA’s were a constant challenge however.

Marketing 40

Marketing Engineering Technical Support Big data 40

Xaqt

JUNE 22, 2020

Despite significant advancements in big data and open source tools, niche Contact Center Business Intelligence providers are still wed to their own proprietary tools leaving them saddled with technical debt and an inability to innovate from within. or "Does Service Level include Calls abandoned?").

Call Center 52

Call Center Contact Center Analytics Engineering 52

Enghouse Interactive

JULY 10, 2018

The impact on service levels was evident, and both employees and customers suffered from the disparate phone system’s tendency to drop calls. The legacy call center system’s inability to integrate with Partner Colorado’s home-grown CRM system was as big of a problem as its limited functionality.

Self service 40

Self service CRM Contact Center Analytics 40

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Big Data is Getting Bigger. IDC predicts that the market for Big Data will reach $16.1

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

MARCH 27, 2023

Reduce support costs Because a chatbot for education can handle an unlimited number of simultaneous chats, they allow support teams to maintain a high service level without the high support costs. LivePerson focuses on big data, providing student intent and engagement metrics through their chatbot platform.

Education 79

Education Chatbots Wait times Surveys 79

Natalie Petouhof

APRIL 4, 2016

The new SOASTA mPulse enhancements make Big Data insights easy to visualize, access and share. Instead of siloing information within groups, SOASTA mPulse with embedded Data Science Workbench reports help enterprises isolate issues, triage performance problems, and make decisions based on a better understanding of the customer.

Management 40

Management Analytics Consulting Consulting 40

Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. Customer centricity involves understanding the customer’s problems, feelings, and service level expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

AWS Machine Learning

DECEMBER 4, 2024

For critical ML apps, it’s hard to meet demanding service level agreements (SLAs) in a scalable and cost-efficient manner. Tecton’s real-time infrastructure is designed to help meet the demands of extensive applications and can reliably run 100,000 requests per second.

Engineering 100

Engineering APIs Airlines Government 100

AWS Machine Learning

NOVEMBER 7, 2024

Any error in the process represents risks in terms of operational costs and opportunity costs because Zalando’s commercial pricing team expects results according to defined service level objectives (SLOs). This has a direct impact on revenue for Zalando because the forecasts and discounts are less accurate when using outdated data.

Engineering 113

Engineering Automotive Finance Government 113