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Text Analytics Machine Learning Artificial Intelligence VOC Customer Journey Map Contact Center AI Voice of the Customer Omnichannel Technology More Related Topics >
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AI, Automation and Analytics Drive Vast Improvements in Contact Centers

DMG Consulting

FEBRUARY 12, 2019

Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Analytics will Continue to be a Differentiator.

Contact Center 74
Contact Center AI Predictive Analytics Data Mining 74
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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48
Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48
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