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Article : 6 Things That Net Promoter Score Won’t Tell You But Conversation Analytics Will

Net Promoter Score is a useful metric. It will indicate whether you have a problem but it won’t tell you what the problem is. That’s where the conversation analytics comes in.

"I keep six honest serving-men
(They taught me all I knew);
Their names are What and Why and When
And How and Where and Who. (…)"
Rudyard Kipling, Six honest men

So, what do you know? You know that Net Promoter Score is important. You know that companies with higher NPS claim to experience faster revenue growth. You know your magic number, whether it be -8 or +96. You have that hard metric that, much like a compass, gives you a clear indication of your enterprise’s direction. What more do you know? Well, not much. NPS is a necessary health check, a basic exercise to establish the overall state of the company. It is universally recognised and respected. However, it has one substantial flaw - it delivers no insights.

Without additional questions, it is impossible to establish what customers are recommending - the company, product, service, agent or yet another aspect of the enterprise. This information is crucial to cultivating company growth and the Net Promoter Score itself. To improve NPS, it is essential to find the customer journey friction points. This is where Conversation Analytics comes in.

Conversation Analytics puts the actual voice in Voice of the Customer programs. It’s a research process designed to find the evidence behind the NPS ratings. Conversation Analytics captures and analyses all of the phone conversations with customers. It can quickly pinpoint the areas that are raising red flags - be it a topic, an agent, or a region. Its secret weapon is emotion rating. Conversation Analytics captures the dialogue, the context, the sentiment and the emotion, thus giving the complete representation of customers’ views.

"If you have the tools to show what your customer is actually experiencing and feeling, you can create a transparency that drives productive collaboration. If not, you are likely resorting to guessing about how to address what is good, bad or necessary along the customer journey." Christine Boyle-Ciccone and Summer Shelton of Wyndham Worldwide

Conversation Analytics, much like Rudyard Kipling’s six men, can provide your company with honest answers to some fundamental questions:


1. What do they say?

Voice of the Customer programs tend to have more value when based on the actual voice of the customer. On average, barely 2% of all centre recordings are ever listened to (typically with the purpose of scoring the agent). It’s during these conversations that clients are directly voicing their wishes, concerns, expectations and opinions. Conversation Analytics listens to all 100% of "conversations" and processes them so that they can be organised and interpreted. The findings present a pure, complete view of the customer experience from the client’s point of view. Furthermore, Conversation Analytic is also a compliance tool. At the moment, what agents are saying is largely unknown, due to limitations of the manual Quality Assurance process.


2. Who is it?

The age of personalization is upon us. As Dr Jodie Monger, the president of Customer Relationship Metrics put it in her recent article, "Existing customers realize that they are just one of a million, but they still want to feel that they are one IN a million to you." In the coming years, there will be more emphasis placed on building the relationship between a customer and an agent. This simple, yet effective loyalty driver will be enabled by Conversation Analytics’ capacity to swiftly rank agent-customer matches.

"True loyalty doesn’t come because of an app. It doesn’t come because you have a punch card where, after ten punches, you get a free sandwich. It is about the relationship. Take away those "perks" and would the customer still be loyal?" Shep Hyken

3. Why are they calling?

Customers will call for multiple reasons, but let’s face it, most of them will pick up the phone because something went wrong. Conversation Analytics listens to all the "conversations". Its algorithms search for keywords, relationships and emotion correlations to establish the most sensitive friction points in the tissue of the company. It takes out the guesswork of the customer experience puzzle and replaces it with clear information, the evidence behind the NPS ratings.

4. When do they get angry?

Recognising angry calls is one of the tasks of Conversation Analytics. Because of the sheer scope of Conversation Analytics, it can easily identify the callers whose emotional state suggest they are close to waving goodbye to you and your services. Identifying these calls is the first step to reducing customer attrition. Addressing the issues raised by disgruntled customers is currently the ‘make it or break it’ for the companies competing for the marketplace.

"Your most unhappy customers are your greatest source of learning."
Bill Gates

5. How do they feel?

We said it before, and we are not afraid to repeat ourselves. According to Gartner’s Megan Burn, "…emotion, how an experience makes the customer feel, has a bigger influence on their loyalty to a brand than ease or effectiveness". In an era when product and price become less influential, the experience will be a crucial differentiator. Recognising and addressing client’s emotions will be one of the main challenges that brands will face in the near future.

"You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied"
Jerry Fritz, customer experience speaker and author

6. Where can you improve?

Finally, the key point of the exercise - finding the location of the high points and the obstacles on your customer’s journey. After all Net Promoter Score is a reflection of just that. Conversation Analytics is a magnifying glass that uncovers evidence hiding behind the metrics. The majority of companies are recording the conversations with their customers and now they are starting to realise their potential. Genuine listening is the key to informed, data-based decision making, directly addressing issues raised by customers.

CEOs are often told that modern customers expect a ‘delightful service’. The truth is that at the moment they crave just a solid, functioning one. The journey to excellence starts by delivering that; a pot-hole free experience. The aforementioned ‘delight’ is what comes next. Conversation Analytics is what paves the way for the delight, by granting brands an opportunity to apply their efforts and resources precisely where they are needed.


About Anna Warchol:
A speech analytics specialist with a journalistic background. Writing about Analytics, Voice of Customer, Big Data, Contact Centre. Interested in a scientific approach to Customer Experience. True sceptic.

About Call Journey:
Company LogoCall Journey is an Australian company rocking the convversation analytics. We3've created an EVS platform recognising emotion and sentiment.
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Today's Tip of the Day - Workforce Management Strategy

Read today's tip or listen to it on podcast.

Published: Tuesday, November 17, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

4.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

5.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

6.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

7.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

8.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

9.) 
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)

10.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

11.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

12.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

13.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

14.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

15.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

16.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

17.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

18.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

19.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

20.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
 
Page: 12

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