Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. Contact centers that primarily operate via phone interactions should look into best-of-breed solutions.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

AI 48

AI CX Contact Center Artificial Intelligence 48

Experience Investigators

APRIL 23, 2024

Is this the same as Customer Relationship Management, or CRM? CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.)

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Callminer

AUGUST 6, 2019

Your call center isn’t a stand-alone system. Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. Know the latest call center trends. Speech/text analytics. Be mindful of integrations. Social media.

Contact Center 140

Contact Center VOC Social Media AI 140

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 83

Sentiment Analysis Compliance AI Social Media 83

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Contact Center 48

Contact Center Text Analytics Social Media Customer Relationship Management 48

Zendesk

FEBRUARY 28, 2022

You send interactive emails to your prospects from your CRM. Calabrio Analytics Integrator (Support) allows you to combine the power of Zendesk and Calabrio Analytics solution for an effortless transfer of data between the two systems and enables intelligent business planning and operations.

Invoicing 52

Invoicing Text Analytics Contact Center CRM 52

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. This raw intelligence is turned into actionable business prescriptions through VOZIQ’s Operationalization Suite that consists of Contact Center Agent Guidance application and pre-built retention dashboards.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. This raw intelligence is turned into actionable business prescriptions through VOZIQ’s Operationalization Suite that consists of Contact Center Agent Guidance application and pre-built retention dashboards.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. The Future of WFO.

Contact Center 48

Contact Center Text Analytics Outlook VOC 48

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. Third, we haven’t traditionally worked with Freshworks (Formerly Freshdesk) a whole lot at FCR but have recently been intrigued by their suite of products including ticketing, chat, phone, CRM, and more.

Technology 74

Technology Technology Text Analytics Contact Center 74

SurveySensum

JULY 20, 2023

Analyzing this feedback using powerful text analytics , they discovered important insights. Collect omnichannel feedback in real-time Identify touchpoints with the most friction with journey-based dashboards Identify top trends and sentiments from thousand of feedback text analysis in just a few minutes. So, what did they do?

Retail 52

Retail Customer Feedback CX Social Media 52