PeopleMetrics

FEBRUARY 13, 2025

Modern AI-driven VoC platforms can integrate directly with CRM or point-of-sale systems via APIs, making it easier to get the right feedback to the right people at the right time. If your company has a business intelligence (BI) or data analytics team, they can help connect the dots between VoC results and business outcomes.

VOC 109

VOC Legal AI Sentiment Analysis 109

eglobalis

SEPTEMBER 3, 2024

It serves to remind us that text analytics alone are not a solution. I know they might be happier if I did, but we are both pressured to make a quick sale and implementation. Support - the design and implementation of processes and roles. Support - change management. I am happy to share the full report with eglobis readers.

VOC 335

VOC CX Voice of the Customer Text Analytics 335

CX Accelerator

JANUARY 7, 2019

Here’s an example from the text analytics world. You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales. The best way to do this is by feeding it data, lots of data.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

SurveySensum

MARCH 10, 2025

With the right text analytics software. What is Conversation Analytics? Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

SurveySensum

OCTOBER 17, 2024

So, always opt for AI text analytics tools for it, and there are many in the market! When text analytics give you top customer trends, complaints, and sentiments, the key challenge is to understand what to prioritize and take action on. For instance, if the goal is to improve sales, then focus on the checkout page.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Let’s discuss these benefits in detail.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest. Sales Use Cases .

Sales 72

Sales Contact Center Text Analytics Social Media 72

Callminer

JULY 15, 2019

Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. How to Use SA to Close more Sales featuring JLodge. Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

DMG Consulting

MAY 26, 2020

When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic. Sales of WFO solutions outside of North America are also increasing.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

SurveySensum

FEBRUARY 13, 2025

Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. The current NPS of the sales team is 50 so it is easier for them to jump to 60. Improve your Net Promoter Score with NPS text analytics ! SurveySensums Text Analytics streamlines this process.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Lumoa

FEBRUARY 9, 2023

Dive deeper into NPS, check: 4 reasons to choose NPS how to increase response rates of your NPS surveys most common mistakes and how to avoid them Omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience. After all, a satisfied customer is the best advertising you can have.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

FEBRUARY 7, 2023

Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. With the help of voice and text analytics, the data analysis process is made even easier.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

DMG Consulting

MAY 5, 2020

Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience. Example of text analytics with sub-categories.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Callminer

AUGUST 6, 2019

The most sophisticated solutions offer multi-channel text and speech analytics. Predictive Dialer: An automated calling system, typically used for sales. Speech/text analytics. Text analytics is used to scour textual interactions (e.g.,

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

SurveySensum

APRIL 16, 2025

Smarter marketing, better sales, and a customer experience that keeps people coming back. Accurate data powers smarter decisions – personalized sales outreach, targeted marketing interactions, and faster support experiences. Segment your audience and fine-tune your marketing and sales strategies. The result? How to do it?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

APRIL 28, 2025

Sales teams care about different insights than customer support, and product teams need different feedback than marketing. SurveySensums Text Analytics tool groups these mentions into themes like delivery issues, pricing concerns, product praise, or customer support gaps, so you can act fast and improve what matters most!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Fonolo

NOVEMBER 11, 2022

C all center agents drive sales growth, create happy customers, and gather data that’s essential to innovation — and this is the year we think they’ll be recognized and rewarded for it. In this business model, no customer support means no sales. . Higher wages and sales commissions . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. What is Sentiment Analysis? The hashtag #justburnit soon became a viral trend.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Hodusoft

JUNE 17, 2021

Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording. Contact centers that deal with payment card information will need a solution that supports encryption of this information, and they need speech or text analytics.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

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

Callminer

FEBRUARY 27, 2019

Assess the data under the lens of potential sales opportunities. Even in free text answers to qualitative questions, most text analytics tools struggle to unlock key themes and topics as they rely on more basic keyword analysis. Choose a customer survey methodology that aligns with your brand.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well.

Customer Feedback 110

Customer Feedback NPS Machine Learning Text Analytics 110

PeopleMetrics

MARCH 13, 2015

At the time, sales were down, despite producing more SKUs associated with successful Hollywood franchises than ever. And, with the advent of Text Analytics, it is easier than ever before for leaders to quickly analyze and interpret the feedback—identifying trends in ideas, themes, and sentiment—and follow up on what they are hearing.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

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

SurveySensum

FEBRUARY 7, 2025

Sales and Customer Service Optimization When NPS integrates with CRMs like Salesforce or HubSpot, your sales and support teams gain real-time customer sentiment insights embedded directly into the customer record. No more toggling between systems or manual data uploads. And heres where SurveySensum delivers real results.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

DMG Consulting

JUNE 3, 2017

Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. To be able to capture insights about what it’s really like to transact business with your company? To continue reading, download the PDF by registering below: DOWNLOAD.

Text Analytics 48

Text Analytics Customer Experience Sales CX 48

Gainsight

MAY 23, 2019

Gainsight CS enables companies to measure customer health across many dimensions, orchestrate the post-sale customer journey, and rally everyone in the company around driving the business outcomes that customers demand. Coming Soon. Gainsight CS. Renewal Center. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

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.

Contact Center 48

Contact Center Text Analytics Touchpoint Innovation 48

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

DMG Consulting

FEBRUARY 25, 2019

The future of this process is analytics-enabled QM (AQM). Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). In real time, speech analytics changes the service paradigm from reactive to proactive.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

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

AUGUST 9, 2018

IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

DMG Consulting

NOVEMBER 13, 2017

Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc.,

Contact Center 48

Contact Center Text Analytics Customer Service Sales 48