DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. Product Innovation.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Experience Investigators

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

OCTOBER 4, 2023

Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts. Ease of Use The tool should be user-friendliness for both customers and your team. Analyze the gathered feedback with the cutting-edge technology of Text analytics software.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

DMG Consulting

APRIL 15, 2020

Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise. The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

JUNE 13, 2017

The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). 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.

Contact Center 48

Contact Center Text Analytics Outlook VOC 48

DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent.

Contact Center 48

Contact Center Text Analytics Social Media Customer Relationship Management 48

SurveySensum

DECEMBER 1, 2021

A well-designed NPS tool features NPS calculation, automation, survey scheduling, customer segmentation, intuitive dashboard, reports, real-time notifications, etc. You will need dedicated NPS software with innovative survey distribution channels, specific analytic and reporting features to conduct successful NPS surveys.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52