eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

SurveySensum

MARCH 3, 2025

Social media conversations often provide early signals of emerging trends, and text analytics helps brands detect these shifts. How text analytics helps Keyword & Hashtag Analysis: Identifies trending topics within an industry. Customer support interactions : Emails, chatbots, live chat, and contact center logs.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

InteractionMetrics

MARCH 20, 2025

Each excels in niche areasthink razor-sharp social listening, hyper-scalable contact centers, or AI that predicts customer needs before theyre spoken. Genesys Cloud CX Genesys Cloud CX is a contact center workhorse built for mid-sized organizations that need a powerful, AI-infused solution.

CX 52

CX Social Media Contact Center Compliance 52