Intercom, Inc.

FEBRUARY 13, 2020

Here we are in 2020 with much better data collection than we’ve ever had. There needs to be a new way to organize that behavior data (that’s largely click data), and marry it together with the qualitative data that might be sitting in your CRM or other tools. Alex contends that anyone can do the same.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60