DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. Practical Applications of AI and Generative AI AI, including generative AI, is speeding up innovation in the CCaaS market.

AI 48

AI Contact Center Artificial Intelligence CRM 48

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Customer Think

JUNE 6, 2023

To Begin: The Rationale for In-depth Generation of Stakeholder Personas With today’s preoccupation with ChatGPT, and all things AI/digital and sophisticated text analytics and data mining oriented, the value of proactively generating qualitative employee and customer insight is often overlooked or bypassed.

Data Mining 52

Data Mining Text Analytics AI 52

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. It also offers effective AI analysis of customer feedback.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. The market’s transformation will be driven in particular by robotic process automation (RPA) and artificial intelligence (AI). ANALYTICS, AI, AND RPA. The potential benefits of these AI-based solutions are massive. By Donna Fluss. percent during this period.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. AI and Automation Pave the Way for Improvements. Automation and artificial intelligence (AI) are changing the way companies operate, allowing businesses to re-imagine many aspects of their operations, including their employees.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

DMG Consulting

SEPTEMBER 29, 2022

Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

SurveySensum

MARCH 15, 2024

Text Analytics Software Text Analytics helps you with identifying emerging trends and customer complaints by tagging and categorizing feedback into different categories based on their keywords. It includes an AI-driven analytical tool to obtain professional input on the draft survey.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Customer Service Life

MARCH 15, 2019

Here’s an example from the text analytics world. When we look at NLP and machine learning, which are both members of the AI family, it’s important to recognize that, while there’s certainly excitement around automating everything, that also takes a ton of work, time, and data. The post My Understanding of AI in CX so Far.

AI 63

AI Machine Learning CX Net Promoter Score 63

Confirmit

NOVEMBER 20, 2018

Our own Chris Brown, Senior Director of CX Consulting was there to share his view on the role of AI in enhancing the customer experience. These days, it doesn’t take long before someone looks at a complicated matter and shouts “AI must be the answer!” ” The thing is, it’s rarely that simple.

AI 40

AI Text Analytics Predictive Analytics NPS 40

SurveySensum

FEBRUARY 26, 2024

SurveySensum SurveySensum is a powerful AI-powered experience management tool that enables organizations to manage and improve their customer, employee, and product experience. The cutting-edge Text Analytics software goes beyond simple data collection, empowering your team to uncover hidden gems within feedback data.

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Fonolo

NOVEMBER 11, 2022

AI-powered advanced speech recognition and natural language processing (NLP) allows IVR and chatbots to handle much, MUCH more sophisticated conversations and transactions. . Here are more ways AI capabilities are starting to improve contact center operations: . What’s changed? Full Speed Ahead for 2023!

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. This can be done using voice-to-text analytics, also known as speech-to-text analytics.

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

DMG Consulting

MARCH 11, 2022

Companies are striving to strike a healthy balance between their investments in digital transformation, self-service, artificial intelligence (AI), automation and analytics. Investments in AI came in second (36.4%). Speech and text analytics (also known as interaction analytics) came in fifth (24.6%).

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

VOZIQ

DECEMBER 17, 2020

Three Ways AI Can Protect Revenue and Bring Costs Down During Challenging Times. Workplace disruptions and increased queries are a problem for most businesses, which is why AI is a game-changer for companies that want to ride out these challenging times. Use AI to deliver targeted service experiences efficiently.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

SurveySensum

JANUARY 17, 2024

Tools like SurveySensum’s Text Analytics can greatly help analyze your survey responses. This AI-driven solution aids in extracting precise insights from open-ended responses, examining trends, and swiftly identifying improvement opportunities based on your customer feedback. Analyze Solicited Feedback with Text Analytics!

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

SurveySensum

MARCH 3, 2022

If you are looking for a top-notch AI-powered voice of the customer tool, SurveySensum is your right choice. Thematic is an AI-powered Text Analytics solution that analyses and extracts text from customer feedback. This voice of the customer tool evaluates the meaning of texts and classifies them into themes.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. High-impact customers require a different experience than the masses.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released Future Contact Center Outlook 2025 – 2040. The focus of much of the investment in service today is artificial intelligence (AI) and automation initiatives.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

SurveySensum

OCTOBER 4, 2023

Analyze the gathered feedback with the cutting-edge technology of Text analytics software. This tool is tailored for the automotive industry as it leverages advanced AI and analytics to help automotive businesses make data-driven decisions. Pros Kapiche uses AI for deep insights from feedback.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . Text Analytics. Leveraging the potential of machine learning, Text analysis helps you identify top customer complaints from thousands of the feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

NOVEMBER 13, 2023

Apart from survey creation, this tool has AI-powered text analytics software that helps you derive actionable insights from open-ended feedback with no manual coding. Pros In-built sentiment analysis and text analytics tools Has a huge library of survey questions Advanced targeting based on users’ actions, time, etc.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

InteractionMetrics

JUNE 19, 2020

AI-based Text Analytics. Well, if you are a sizable consumer company with a large, consistent data set to match, then AI-based Text Analytics are at least part of your solution. Again, for companies with large, consistent data sets, AI should be a strong consideration for at least part of the solution.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. Now let’s talk about how automation can help in delivering exceptional CX.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

DMG Consulting

MAY 26, 2020

Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). These solutions are flexible and adaptable, and are typically mobile-enabled so agents don’t need to be on-site to readily receive updates and alerts, or to self-manage their schedules.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

DMG Consulting

MAY 5, 2020

Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

DMG Consulting

SEPTEMBER 29, 2022

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Expanded utilization in enterprise-wide activities, applications and AI initiatives. What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . MEDIA ALERT. Learn more at dmgconsult.com. # # #.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

DMG Consulting

JULY 16, 2019

In the future, artificial intelligence (AI) will be used to automatically evaluate interactions and to identify new and emerging trends and opportunities. There are many reasons why AQM is substantially better than the traditional method of performing QM: It can automatically review up to 100% of calls and text-based communications.

Text Analytics 69

Text Analytics Contact Center Artificial Intelligence Social Media 69

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Today’s WFM solutions are evolving to keep pace with the changing business world. It can also be used to predict if work will be completed on time.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

SurveySensum

JUNE 13, 2021

However, with the help of modern tools like live chat software or an AI-based chatbot, it is possible to provide real-time customer support. SurveySensum Text Analysis breaks down large chunks of textual data into easily understandable and recognizable patterns. Sometimes it’s not easy to provide this with a team of human agents.

CX 111

CX Social Listening Unstructured Data Social Media 111

SurveySensum

AUGUST 3, 2023

Moreover, its Text Analytics analyzes thousands of gathered feedback in one go and gives your top trends and sentiments to close the loop in time. The platform employs AI-driven Text Analytics software to gauge customer sentiments accurately, providing deeper insights into customer emotions.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

SurveySensum

MARCH 21, 2024

SurveySensum serves as a robust tool for data collection and segmentation of your customer base, with AI-driven features like text analytics and consultation, you can create your customer personas and help your business soar to greater heights of customer satisfaction and loyalty!

Social Media 52

Social Media Retail Text Analytics Construction 52

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., emails, SMS text messages and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. Consider AI-driven solutions to help your reps. Forbes; Twitter: @Forbes.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

MARCH 14, 2024

you don’t have to do this entirely manually, use tools like Text Analytics software. Prioritize Feedback With the detailed report generated by the Text Analytics software, you can now prioritize feedback because not all feedback has the same impact on your business. But fret not!

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

SurveySensum

APRIL 9, 2024

Analyze the survey data data with the help of text analytics software. This AI-powered tool automates your employee surveys (ranging from pulse surveys to eNPS), saving you time and effort. Also, make sure that these surveys are anonymous as employees will be able to provide unfiltered feedback if their anonymity is ensured.

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52