Confirmit

JUNE 10, 2018

Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. They’ll answer questions like: What are the real benefits of text analytics? But, help is at hand.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Confirmit

JUNE 10, 2018

Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. They’ll answer questions like: What are the real benefits of text analytics? But, help is at hand.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. The quality assurance market has been heating up in a big way over the past few years as customer service leaders are looking to add a quality tool to their technology stack. Quality Assurance Applications. Consider These 7 Things.

Technology 74

Technology Technology Text Analytics Contact Center 74

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Interaction analytics, comprised of speech and text analytics, help supervisors and managers identify the reasons customers are contacting their agents, and also enable them to “hear” customer conversations even when their employees are working at home.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

Customer Think

SEPTEMBER 3, 2021

Let’s ask better questions With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Cus.

Sentiment Analysis 73

Sentiment Analysis Artificial Intelligence Text Analytics Technology 73

Confirmit

DECEMBER 12, 2018

Technology is sometimes looked at as a cure to all ailments; an easy fix to drive engagement and uptake – but are we right to put all our hopes and dreams into the hand of apps and dashboards alone? It can often be heard that Text Analytics is the answer or that AI will solve everything, but where is the balance?

CX Transformation 49

CX Transformation Technology Technology CX 49

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. Here’s an example from the text analytics world.

AI 275

AI Machine Learning CX Net Promoter Score 275

DMG Consulting

SEPTEMBER 29, 2022

In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application. Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. Voice-to-text technology is a technology that has risen to everyone’s lips lately.

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

DMG Consulting

OCTOBER 16, 2018

Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps. Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

DMG Consulting

NOVEMBER 30, 2023

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. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model.

AI 48

AI CX Contact Center Artificial Intelligence 48

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Outlook 48

Outlook Text Analytics Contact Center Engineering 48

DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. Isn’t it just counting how often words are used?

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Like what you’re reading?

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Experience Investigators

APRIL 23, 2024

Additionally, segmenting your customer base and using text analytics to review qualitative data can pinpoint opportunities for the most significant impact, optimizing resource allocation and enhancing overall customer experience. These investments are long-term strategies for returns for both customers and employees alike.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

DMG Consulting

OCTOBER 8, 2019

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels.

Artificial Intelligence 92

Artificial Intelligence Text Analytics Contact Center Technology 92

DMG Consulting

FEBRUARY 25, 2019

To be sure, speech analytics has leveraged core AI technologies—natural language processing (NLP), natural language understanding (NLU), neural networks—to varying degrees for years, so many speech analytics vendors are justifiably calling what they do a form of AI. The future of this process is analytics-enabled QM (AQM).

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

DECEMBER 7, 2020

Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure (automatic call distributor (ACD) or dialer), have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

DMG Consulting

JANUARY 30, 2024

Although lingering economic uncertainty has led to slower purchasing decisions for contact center technology, frequently doubling the typical sales cycle to 12 to 18 months, companies are buying. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.

AI 48

AI Contact Center Artificial Intelligence CRM 48

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Technology Investments.

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Text Analytics. Text Analytics. Text Analytics and Machine Learning.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Confirmit

JANUARY 23, 2020

They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In highlighting some of the more advanced elements of Computacenter’s program, Donna also talks about the role of text analytics within their approach.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

Fonolo

NOVEMBER 11, 2022

Improved tools and technology. IVR was one of the first automation trends in call centers, but the technology is even more relevant today. Speech analytics identify tone and emotion in customers’ voices, tagging and analyzing them to find shortcomings in customer service scripts, and correcting them with more effective versions. .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

AUGUST 3, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 22020 – 2021 Interaction Analytics Product and Market Report. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

DMG Consulting

SEPTEMBER 29, 2022

This edition of the Report, formerly the Interaction Analytics Product and Market Report , has been renamed to reflect its exploration of the broadening and growing contributions and value of these solutions as IA technology is embedded into third-party applications and adoption extends throughout organizations.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

Confirmit

APRIL 2, 2020

One thing you'll hear is that while clients love the Confirmit's technology - whether that's our digital feedback solution, text analytics tools, survey designer or data visualisation - it's the people who make the difference.

Text Analytics 52

Text Analytics Voice of the Customer Technology Technology 52

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 – 2020 Contact Center Analytics Product and Market Report. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

CX 108

CX VOE Customer Journey Map Text Analytics 108

DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise. “The

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

JULY 5, 2020

For this reason, all contact centers, even those with just a few employees, need an effective WAH program supported by the necessary technology and solutions. Ensure supervisors and managers are comfortable using the technologies that are necessary when agents are remote. 100% real-time and historical recording of calls and screens.

Contact Center 84

Contact Center Text Analytics Technology Technology 84

SurveySensum

DECEMBER 29, 2023

This holistic aggregation of data, facilitated by robust text analytics software , empowers healthcare providers to discern intricate patterns and glean meaningful trends within the vast reservoir of patient feedback.

Healthcare 52

Healthcare Artificial Intelligence Text Analytics Innovation 52

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording. Kartik Khambhati, Co-Founder & CBDO said. Category Leader in the list.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

DMG Consulting

AUGUST 9, 2018

Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

SurveySensum

OCTOBER 4, 2023

Analyze the gathered feedback with the cutting-edge technology of Text analytics software. This tool is tailored for the automotive industry as it leverages advanced AI and analytics to help automotive businesses make data-driven decisions. Get instant alerts about unhappy customers aka detractors.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

DMG Consulting

APRIL 15, 2020

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Execs In The Know

MAY 4, 2023

EITK: When it comes to technology, in what ways is the brand differentiating itself from its competitors to improve CX? April: When it comes to technology or accessibility, that’s where we’re just having some fun with it. The technology we have is great but we are continuing to get more sophisticated.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. What are the two main modules of Confirmit Genius?

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40