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VOC Predictive Analytics Omnichannel Artificial Intelligence Customer Journey Map Social Media Contact Center AI Compliance Machine Learning More Related Topics >
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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48
Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48
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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Speech/text analytics. Now, systems are emerging that can analyze audio data to detect anger, frustration and other emotions in callers’ vocal tones.

Contact Center 140
Contact Center VOC Social Media AI 140
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