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.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

SurveySensum

NOVEMBER 24, 2023

The Fix -Text Analytics Software Here’s what I do – Let’s say I receive about 350 comments every week which equals about 1500-2000 comments in one month. So, what I do is, use SurveySensum’s Text Analytics Software to efficiently manage and analyze the NPS program. So what to do? That’s a lot, right?

Text Analytics 52

Text Analytics NPS Customer Retention Net Promoter Score 52

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. This post will help you zero-in on those technologies and best practices proven to produce results. Adopt Technologies That Align with Your Customers’ Expectations.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

PeopleMetrics

FEBRUARY 4, 2025

The Building Phase: Getting the Basics Right For companies just starting their VoC journey, the focus should be on foundations, not technology. Example: A hotel chain in the Growth Phase integrates AI-powered text analytics into its VoC program. The Three Stages of VoCand How AI Fits In 1.

VOC 62

VOC AI Text Analytics Touchpoint 62

PeopleMetrics

FEBRUARY 27, 2025

AI is now making this process faster and more efficient, but technology alone isnt enough! Text Analytics for Deeper Insights AI-powered natural language processing (NLP) can quickly analyze open-ended survey responses at scale, identifying common themes, emerging issues, and sentiment shifts.

AI 62

AI VOC Text Analytics Social Media 62

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

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 76

Technology Technology Text Analytics Contact Center 76

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

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Below are our findings concerning the systems, applications, and technologies garnering the most attention for the year.

Contact Center 62

Contact Center Technology Technology AI 62

SurveySensum

OCTOBER 29, 2024

It Enables Data-Driven Decision-Making : Insights derived from analytics that are backed by numbers and data, enable businesses to make precise and informed decisions regarding staffing, technology investments, training, etc. This ensures that the right resources are in place, making the contact center more effective and streamlined.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are 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. Text analytics helps you to understand the drivers of customer satisfaction.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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.

Artificial Intelligence 75

Artificial Intelligence Sentiment Analysis Text Analytics Technology 75

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

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

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

Callminer

JULY 15, 2019

On day 2, we have artificial intelligence and related technology taking center stage. Join Vice President of AI Rick Britt and Data Scientist Kirsten Stallings as they dispel the myth that out-of-the-box text analytics works the same on speech data. Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Example of text analytics with sub-categories.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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

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

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 78

Text Analytics Artificial Intelligence Machine Learning Social Media 78

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. So, is it worth the investment? Lets dive in and explore. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

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

Lumoa

DECEMBER 5, 2017

This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. Did you know that text analytics at Lumoa are powered by AI? ”AI Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event.

CX 102

CX Healthcare Text Analytics AI 102

Callminer

AUGUST 6, 2019

Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later. While this technology has proven popular with consumers, it’s still not a standard offering in call center systems. Speech/text analytics.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Lumoa

APRIL 3, 2018

That's where text analytics technologies come into play. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

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

Lumoa

JANUARY 31, 2023

Now, with the help of modern technology, there’re cost-effective ways to analyze feedback. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Modern technologies have made feedback analysis a very simple process.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

VOZIQ

DECEMBER 17, 2020

Our next goal in the new year is to make significant advances to our Predictive Text Analytics technology and enable the customer value leaders in their retention initiatives. The post VOZIQ’s Most Popular Customer Intelligence Blog Posts of 2020 appeared first on VOZIQ.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

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

SurveySensum

JANUARY 16, 2025

The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc. Qualtrics and SurveyMonkey G2 Ratings G2 is a popular peer-to-peer review platform where users can find unadulterated, unbiased, and real-time reviews about different software and technologies.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Confirmit

JULY 15, 2019

Our end-to-end technology will enable you to run feedback and research programs that increase revenue, reduce costs, and drive company, brand, and product improvements. Use advanced techniques, such as text analytics and emotion recognition to really understand what your audience is thinking. Richer Insights.

Technology 40

Technology Technology Text Analytics Actionable Insights 40

Lumoa

FEBRUARY 20, 2018

Now, with the help of modern technology, there're cost-effective ways to analyze the feedback. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Modern technologies have made the feedback analysis a very simple process.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

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 Machine Learning Predictive Analytics 48

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

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