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 77

Text Analytics Contact Center Legal Artificial Intelligence 77

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 115

Text Analytics Compliance VOC Contact Center 115

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 48

Contact Center Text Analytics VOC Social Media 48

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

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 140

Contact Center VOC Social Media AI 140

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. Thursday, July 25th Customer Experience. Tuesday, July 23rd Agent Performance and Contact Center Efficiency.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28