Compliance, Contact Center and Text Analytics

Should speech and text analytics be used outside the contact center?

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers.

Text Analytics

Text Analytics Contact Center Legal Artificial Intelligence

What are the top ways we should use speech analytics to get the maximum benefits?

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics

Text Analytics Compliance VOC Contact Center

Minimizing contact center analytics’ “big brother” perceptions

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. Answer: Helping agents understand how contact center analytics can contribute to their success is key. Speech, text and desktop analytics can empower agents and transform their work experience.

Contact Center

Contact Center Text Analytics Compliance Manufacturing

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Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Sentiment Analysis

Sentiment Analysis Compliance AI Social Media

Our contact center only has 25 agents, what workforce optimization applications should we use?

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center

Contact Center Text Analytics VOC Social Media

We are adding speech, text and desktop analytics solutions in our contact center. How do we minimize the perception of “big brother”?

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. Answer: Helping agents understand how contact center analytics can contribute to their success is key. Speech, text and desktop analytics can empower agents and transform their work experience.

Contact Center

Contact Center Text Analytics Compliance Manufacturing

Thanks to AI, the CCaaS Sector Comes on Strong

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. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

AI

AI Contact Center Artificial Intelligence CRM

The Advantages of Analytics-Enabled Quality Management

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. QM Challenges. The Future of QM. Why AQM Adoption is Slow.

Text Analytics

Text Analytics Contact Center Artificial Intelligence Social Media

Interaction Analytics Helps Companies Hear their Customers

DMG Consulting

JANUARY 24, 2023

These applications have great potential to dramatically improve the performance of contact center agents and other front-line employees (see figure 1). Omnichannel recording to capture audio, screens, and text-based interactions and/or integrate with a variety of call recording platforms.

Contact Center

Contact Center Sentiment Analysis Text Analytics Omnichannel

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

AUGUST 9, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers.

Text Analytics

Text Analytics Contact Center Predictive Analytics Machine Learning

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology.

Contact Center

Contact Center Artificial Intelligence Text Analytics Predictive Analytics

5 Emerging Technology Systems and Updates from Q2

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. This is critical for PCI compliance and isn’t currently offered on Zendesk Talk. Click here to read the original post and be sure to watch the video that goes along with it. Emerging Messaging Channels.

Technology

Technology Technology Text Analytics Contact Center

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

You will also need to know that their customer service is polite and clear if you have any queries or concerns.” – Lance Brandon, How to Choose the Best Call Center Software , EVS7; Twitter: @dolphindialer. Ensure security and compliance. Know the latest call center trends. Speech/text analytics.

Contact Center

Contact Center VOC Social Media AI

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Contact Center

Contact Center Artificial Intelligence Text Analytics Machine Learning

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Contact Center

Contact Center Artificial Intelligence Text Analytics Machine Learning

Join Us This Summer for WebinarStock!

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Artificial Intelligence

Artificial Intelligence Contact Center Machine Learning VOE

Tech Customer Success

Should speech and text analytics be used outside the contact center?

What are the top ways we should use speech analytics to get the maximum benefits?

Webinars

Trending Sources

Minimizing contact center analytics’ “big brother” perceptions

Webinars

Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide

Our contact center only has 25 agents, what workforce optimization applications should we use?

We are adding speech, text and desktop analytics solutions in our contact center. How do we minimize the perception of “big brother”?

Thanks to AI, the CCaaS Sector Comes on Strong

The Advantages of Analytics-Enabled Quality Management

Interaction Analytics Helps Companies Hear their Customers

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

5 Emerging Technology Systems and Updates from Q2

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

Join Us This Summer for WebinarStock!

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