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The Ascent of Text Analytics - Onvisource - ContactCenterWorld.com Blog

The Ascent of Text Analytics

Valuable customer insight from all data sources is not utilized to its full potential.

The New Frontier – Text Analytics

In this era of progressive improvements to the customer experience, many companies are searching for new avenues to gain insight into the customer journey using text analytics. Text analytics can be defined as a process for analyzing unstructured text, extracting relevant information, and transforming it into useful business intelligence. Large corporations such as Walmart, Amazon, and Google collect massive amounts of customer data in the Petabyte range and beyond. As enterprises of all sizes struggle to uncover true customer sentiment from unstructured data sources such as social media, surveys, notations in CRM software and service notes, blogs, and many other sources, this valuable customer insight is not being utilized to its full potential.

Preventing a Poor Customer Experience

However, most companies use only a fraction of the customer data that is readily available to them. One of the value propositions for using text analytics is its ability to analyze and classify huge quantities of text and automatically extract meaningful data that really needs to be scrutinized. This yields customer experience information that previously might not have been known or recognized, and used to prevent a repeat, poor customer experience. Text analytics reveals insights into why something is happening. For example, a visitor to a website might not be able to find a product or suitable answer to a question. Text analytics can be used to discover if the issue is related to content, FAQs, or navigation problems.

Root Cause Analysis

The data gleaned from text analytics can also be used to determine the root cause of problems (known or unknown), and companies can begin to anticipate or predict problems by analyzing customer interaction data. Just as speech analytics can unveil customer sentiment by automatically identifying key words and phrases from customer telephone calls, text analytics adds to the wealth of unstructured customer information that can be extracted, transformed and loaded into subject-oriented categories delivering new possibilities for enhancing the customer experience.

  • Trend analysis
  • Tool to make strategic business decisions
  • Predict and forecast customer behavior patterns
  • Deliver an improved customer experience
  • Companies are realizing that all employees must listen to their customers, or they will become fair game for the competition

http://bit.ly/1Hpydkn

Source: http://onviblog.com/the-ascent-of-text-analytics/

Publish Date: November 5, 2015 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

4.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

5.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

6.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

7.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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