Machine learning (ML) is a type of Artificial intelligence (AI) that allows software applications to become more accurate in predicting outcomes without being explicitly programmed. In other words, machine learning receives input data and uses statistical analysis to predict an output value.
That analysis is a collection of techniques that are used to discover hidden patterns in data to explain, group, find outliers, classify or predict observations. In the past decade, machine learning has given us self-driving cars, basic speech recognition, effective web search, and computational biology. With the rise in big data, machine learning has become a key technique for solving problems in areas such as finance, image processing, energy production and natural language processing.
Machine learning is improving the work of IVR (Interactive Voice Response) application developers. Customers can speak in their own words and the IVR will be able to understand the customer need. The customer experience is enhanced by routing to the correct agent or menu option. The quicker the need is resolved, the better the perceived customer service. Also, machine learning improves customer analytics; it will allow you to identify and contact prospects before they contact your agent, or predict a high-volume of calls and provide an action plan to solve the issue customers are calling about. Remembering and learning from past experiences is possible with machine learning, these features allow to improve customer personalization and identify fraud.
You don’t have to be a software expert to use machine learning, thanks to many cloud provides such as Amazon Web Services, Google Cloud Services or IBM’s Watson. If you want to explore deeper and you have Python programming experience machine learning frameworks (scikit-learn, Tensorflow by Google, and CNTK by Microsoft Research) are a viable alternative. The objective of those frameworks is to get application developers interested in using machine learning without having to understand the deep science behind the algorithms. There is never a perfect solution, and as the demand for machine learning solutions increase, more low-level algorithms will be needed. Even more high-level platforms are in demand to lower barriers to entry into the artificial intelligence space. A platform that provides a complex machine learning environment is Matlab, a computing environment that provides prebuilt functions, toolboxes, and specialized applications for machine learning. Matlab is an environment engineers and scientists use to convert algorithms to C/C++.
Machine learning resources became ubiquitous and provide multiple ways to interface either using a high- or low-level programming languages. Always consider machine learning when hand-written rules or equations are too complex, the rules of a task are constantly changing, or the nature of the data keeps changing and the program needs to adapt.
Machine learning has been actively deployed in multiple applications, it has been only a few years ago since it started showing up in customer experience applications. In the future will help us to create targeted and personalized customer experiences. Let us know what you think by tweeting us at @Dialogic.
Publish Date: November 29, 2017 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
|12.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|13.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|14.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
|Scaling in the Cloud – Avoid Flying Too Close to the Sun||December 17, 2019 5:00 AM|
|SD-WAN’s Relationship with UCaaS||December 12, 2019 5:00 AM|
|Hearing and Seeing the Difference in UC Platforms||November 7, 2019 5:00 AM|
|Microservices Architecture – What is it, and why should I care?||October 31, 2019 5:00 AM|
|Panning for “Killer Apps” in the Gold Rush of 5G||February 14, 2019 5:00 AM|
|The Dialogic BUZZ UC Platform Swiss Army Knife||October 24, 2018 5:00 AM|
|DialogicONE - IoT Solutions||October 22, 2018 5:00 AM|
|Dialogic PowerMedia MRF – A Solution You Can Depend On||September 25, 2018 5:00 AM|
|Enabling WebRTC with the Dialogic PowerVille Load Balancer||July 16, 2018 5:00 AM|
|Telecom Meets Digital: The Importance of Establishing Controls||May 24, 2018 5:00 AM|