What is Text Analytics?
Callminer
JUNE 17, 2020
Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.
Text Analytics Related Topics 
What is text analytics and how does it work?
Callminer
NOVEMBER 20, 2022
Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used.
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24 tips for selecting the best text analytics software
Callminer
NOVEMBER 15, 2023
Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.
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Everything You Need to Know about Text Analytics
Lumoa
JANUARY 23, 2018
This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Text analytics helps in understanding the feedback. Careful and well implemented text analytics can easily reveal dozens of improvement ideas.
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3 Voice and Text Analytics Questions Answered from ROI Webinar
Callminer
JANUARY 6, 2019
3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve agent performance.
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Current Status of Speech (and Text) Analytics
DMG Consulting
JUNE 8, 2021
Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting.
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Text Analytics in Customer Feedback: The CXO’s Secret Weapon
Lumoa
JANUARY 24, 2024
That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.
Text Analytics as Future of Customer Experience? We Asked Jim Tincher.
Lumoa
DECEMBER 18, 2017
Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt. Text analytics help you to hear the real voice of the customer.” Companies miss out when they just focus on the score, and don’t go deep into the text responses.
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Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have
PeopleMetrics
JULY 31, 2018
Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud.
Should speech and text analytics be used outside the contact center?
DMG Consulting
DECEMBER 7, 2021
Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.
Donna sheds light on speech and text analytics
DMG Consulting
SEPTEMBER 1, 2023
Donna sheds light on speech and text analytics Donna explains why it’s important to look beyond the specific channels customers use to reach out. The post Donna sheds light on speech and text analytics appeared first on DMG Consulting.
Extracting valuable insights with text analysis
Callminer
JULY 11, 2024
Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experience. Read this blog to learn more.
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18% Growth Unlocked: Text Analytics Uncovers Challenges in Mutual Fund
SurveySensum
JANUARY 4, 2024
With the help of Text Analytics Feature, you can properly analyze your NPS program. So, let’s understand how the text analytics feature can help you uncover a treasure trove of information from your NPS surveys with the help of a case study of Text Analytics for a mutual funds company. But how to do that?
Improving NPS with Text Analytics – Learn from the Pros
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?
Making Experience Text Analytics Actionable: The Human/A.I. Balance
Confirmit
MAY 12, 2020
Additionally, a great text analysis should be living/breathing–ensuring it stays relevant as your business and markets change. In this presentation, we’ll help you understand what steps you need to take to make your text analytics truly actionable according to your own stakeholders.
My Understanding of AI in CX so Far. Things Could Change!
CX Accelerator
JANUARY 7, 2019
Here’s an example from the text analytics world. Machine Learning The second important concept in this mix is Machine Learning. This is the process of training or conditioning machines to respond accurately. The best way to do this is by feeding it data, lots of data.
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What are the top ways we should use speech analytics to get the maximum benefits?
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.
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A Guide to Choosing the Right Text Analysis Software for Your Business
Lumoa
JANUARY 8, 2024
That’s where text analysis, or text mining, comes into play. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.
Lesson #10: B2B VoC and B2C VoC Are Completely Different
PeopleMetrics
JUNE 4, 2019
And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. VOLUME: Small. SOCIAL: N/A.
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Contact Center Customer Experience Best Practices
Callminer
APRIL 20, 2018
Speech analytics and text analytics tools especially are helpful in gauging customer sentiment by identifying certain words used in interactions and determining the context of those interactions.
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Let’s ask better questions
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.
A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
Text Analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision-making.
6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues
Customer Service Life
NOVEMBER 10, 2022
An analyst reviews trends using speech or text analytics software discovering many support tickets about the same issue. For those of us without speech analytics, a quick search in the ticketing system yields multiple support tickets about the issue.
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I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels?
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.
What additional information can we use to determine customer satisfaction?
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.
3 Easy Ways To Quickly Understand Customer Survey Comments
PeopleMetrics
MARCH 25, 2021
In this session, we'll show you different ways to get the most out of unstructured customer survey comments within the PeopleMetrics Experience Management Platform, including open-ended coding and categorization, keyword search and text analytics. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!
Customer Experience Strategy: An A to Z Glossary
Lumoa
MARCH 20, 2018
Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. text analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback.
Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven
Beyond Philosophy
JANUARY 12, 2015
We see a lot of this in current applications of text analytics. Newer emotional measurement techniques actively incorporate valence, i.e. sentiment, which clusters emotions into the positive, negative and neutral.
How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?
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?
What is Voice of the Customer? [+ how to get data analysis]?
Lumoa
FEBRUARY 7, 2023
With the help of voice and text analytics, the data analysis process is made even easier. Lumoa shows the topics that are important for customers Lumoa offers a centralized platform for all customer feedback, making it easy to view an overview of customer opinions and compare feedback across different channels.
Using IA and CJA to Improve CX
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.
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4 Marketing Strategies to expand your CX Strategy
SurveySensum
JUNE 13, 2021
SurveySensum Text Analysis breaks down large chunks of textual data into easily understandable and recognizable patterns. For example, text analytics software can create a word cloud out of your customer review based on which you can deduce whether your customers are happy or disappointed with something.
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111 Join Us This Summer for WebinarStock!
Callminer
JULY 15, 2019
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. In addition, a wide range of acoustics are in play to provide contextual accuracy.
Are Your Customers Happy? CX Insights from Slush.
Lumoa
DECEMBER 5, 2017
Did you know that text analytics at Lumoa are powered by AI? ”AI Will AI help in solving customer-related issues? Certainly, yes! AI is of help when it comes to engaging with customers and, also, analysing the data. AI will mostly replace individual tasks, not jobs”.
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The Advantages of Analytics-Enabled Quality Management
DMG Consulting
JULY 16, 2019
If vendors want to open up the large addressable market for AQM, they need to reduce the price for this add-on module, include it as a standard component of a speech/text analytics application, or improve its business case and return on investment.
What is Voice Feedback and How can You Generate Customer Insights From it?
Lumoa
APRIL 13, 2020
When you want to generate insights from voice data the first thing you need to do is to transcribe the audio into text. This can be done using voice-to-text analytics, also known as speech-to-text analytics. When the audio is transcribed you can treat the transcribed text as normal text feedback.
Net Promoter Score® 101: The Complete Guide
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.
Top 15 Qualtrics Competitors & Alternatives of 2025
SurveySensum
NOVEMBER 22, 2024
Customizable survey editor with DIY capabilities Survey sharing and gathering via multiple channels Advanced and AI-enabled text and sentiment analytics Advanced and analytical reporting capabilities Role-based analytical survey dashboards Real-time ticketing management $99 per month 4.6 (5) 5) Promoter.io
VOZIQ’s Most Popular Customer Intelligence Blog Posts of 2020
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.
HoduCC Gartner Digital Markets May 2021
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.
Adoption of Real-Time Speech Analytics is the Next Phase for the Market
DMG Consulting
JUNE 25, 2021
Read more in our recent post, Current Status of Speech (and Text) Analytics. The post Adoption of Real-Time Speech Analytics is the Next Phase for the Market appeared first on DMG Consulting. This greatly enhances the job of the agent, improves the outcome of the call, enhances the brand, and reduces the cost of service.
WFO Trends in 2020
DMG Consulting
MAY 26, 2020
Every one of the 14 WFO-related applications is available in the cloud, with surveying, workforce management (WFM), interaction analytics (speech and text analytics), predictive analytics and RPA leading the way.
DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report
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.
How Well Does Your Company Gather and Leverage Qualitative Employee and Customer Insight?
Customer Think
JUNE 6, 2023
To Begin: The Rationale for In-depth Generation of Stakeholder Personas With today’s preoccupation with ChatGPT, and all things AI/digital and sophisticated text analytics and data mining oriented, the value of proactively generating qualitative employee and customer insight is often overlooked or bypassed.
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