Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Getting the Worst of It

Once in a while, we all get bad service. Whether at a restaurant or a retail store, when we aren’t treated as we expect we should, we easily get annoyed. But rather than walk away smoldering, why not apply our bad experiences to improving the way we treat our own clients? Want to learn some great customer service secrets? Attend the Top Ranking Performers Conference in Las Vegas.

Greg Beaver
Vice President Customer Services
United States

"Yes, I recently moved across country and needed the basic essentials of todays modern world; cable, phone and internet access. Because of the subdivion I live in I had no option but to choose AT&T. They offered me a bundled package with multiple rebates if I chose them for all the services. That was four months ago and 13 calls later and I have still not received my promised package rate. Every associate bounces me to a different department of which I have to hang up and call a new number. Customer Service tells me to deal with the rewards team and then they send me bac. and no one seems to even care when I threaten to leave them as a customer if they can not make good on their commitment."

 
Linda Olsan
Customer Care Operations Manager
Assurant
United States

"A situation that went unresolved for over 8 months with Infiniti and my credit union. I bought my car at the end of my lease. The bill of sale was supposed to go to my credit union who financed it, but it took so long that the DMV could not accept my registration payment when it was due. The finger pointing between the credit union and Infiniti required countless calls and in-person visits to resolve."

About Assurant

Assurant Solutions companies develop, underwrite and market specialty insurance, extended service contracts and other risk management solutions in collaborative relationships with financial instituti... (read more)
 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Definitely the recent experience I mentioned with Virgin Atlantic on the way back from Vegas. The staff member was rude and totally disowned the problem. Some of the other staff were vague in the answers they gave us when asked questions and they whole experience was far less than we expected from and airline that prides itself on customer service. It was the lack of willingness to help that really disappointed us."

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Kam Gill
SSCC Manager
Northern Alberta Institute of Technology
Canada

"Have been hung up on twice by the same rep since I knew that my numerous questions on what type of phone upgrade I should make, was challenging them on their AHT goal. On my 3rd call back I got a different agent who refused to pass the call on to a supervisor. When I relayed the story and told him that I was just doing a courtesy call since I have been approached by the competition to switch to them. On hearing this, he just rudely transferred me to the Retentions Team. Only there did I finaly get an appology and someone who not only understood what I went through but assured me that they would follow up after they took care of my initial concerns. It is only due to this employee that I stayed with this company."

 
Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"I was in a car park and someone opened their door onto mine and dented the door. Luckily enough I was sat in the car at the time. I reported this to my insurance company and gave them the drivers details ie name, address, insurance policy details. I took my car to a well know luxury car manf for a quote which would have been in the region of £500 and whilst I was there the sales man said that there was some guy down the road who could push the dent out for around £40. Being a responsible insurance policy holder I took the least cost option at which point my insurance company refused to get involved due to the cost. I wrote and complained and someone phoned me up and informed me that I was lucky as if I had gone down the more expensive route I would have had to pay the excess (which actually could have been recovered under the terms of the policy). I have had my policy for around 7 or 8 years now. For the sake of £40 I certianly won't be holding onto it a moment longer than I need to."

 
Kainat Zehra
Head Customer Care
India

"No worst experiences that have recently occured, though plenty of responses could have been bettered and made it much easier to interact with the companies"

 
David Heminsley
Business Owner
Daves World
United Kingdom

"When I rang my bank the person on the other end of the line couldnt speak or understand english"

 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"I was at a Wal-Mart location looking for a specific gift. I also noticed they had a watch repair inside the store and asked if I could get a replacement battery for my watch. She told me to give her the watch, while telling me they only service watches sold at the store. She then looked at it and immediately gave it back while uttering the words "ah no". That was it, she was on to the next Customer. What could she have done to improve the service?

Offered an alternative store in the area
Simply apologized that they don't have the means to service the watch
At least look like she cared about me as a Customer
Apologized but ask if I would be interested in a new watch (you never know!)

All I got was a rude dismissal. And my satisfaction with the organization was dismissed as well."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Lissa Millspaugh
Vice President Operations
ChoicePay
United States

"I had subscribed to a discounted credit score reporting service. The terms of the deal stated I could call at any time to cancel the monthly subscription. When I did so, after about 4 months of paying a nominal fee, the representative told me that since I had recently paid the fee, I should call back the next month to cancel, so I could continue to benefit from the service I had already paid for. I told her I appreciated that, but that I really wasn't benefiting from the service, so I wanted her to cancel it immediately. She went on to tell me that I was paying a very low fee, half of what most subscribers paid for the service, so I needed to continue to subscribe, because it was such a good deal. I explained that since I wasn't getting ANY value from the service, then I didn't want it, unless it was FREE. She told me, again, that I would need to call back the next month to cancel the service. It was only when I asked to speak with a manager that she very frostily agreed to stop the service immediately.

Clearly, this representative is rewarded to talk customers out of canceling the service. I understand and respect competent benefits selling, but the message I got from this rep is that she really wanted me to call back so that the cancellation would accrue to someone else; not her. Whatever this company's reward (or punishment) system is: I'm unlikely to subscribe to such a service again because of this experience."

 
Mary Hampton
Consultant
DXC Technology
United Kingdom

"Had an appointment with a medical expert. He turned up late, did not apologise and then drank his cup of coffee whilst trying to interview me. I felt he paid no attention to my responses."

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across pu... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"I called a company to make a change on one of my plans and I ended up on the phone for 45 minutes. I got blind-transferred to three different agents and had to start over and explain to all three agents. It was frustrating but I finally got all of the changes done to my account."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"I needed to buy a computer and started the process (which ended up taking WEEKS to sort out) at a big box retailer. Their process was so broken and so stupid that even their staff members agreed that it was the dumbest they've ever seen. (I understand they are going through all kinds of improvement operations now and looking fix all their service gaps.) Compounding my frustration, I then went to one of the internet retailers known for good service. They screwed up the order too, (how hard is it to install xp?) and so at one time I ended up with three laptops all of them NOT what I ordered. YIKES!"

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Penny Phaneuf
Director, Client Services
Top Local Search
United States

"I purchased a new computer and did all of the trouble-shooting myself. I then contacting customer service by chat, re-stating all of the steps I had taken. I knew the problem, but I was instructed to run diagnostics and since it would take 30 minutes, I would receive a call back. Well, I did not recieve a call back and had the repeat the process over."

 
Ginger Tidrow
Customer Relations Specialist
FedEx
United States

"I purchased a computer from Dell and I was so happy and excited when I took it out of the box. Two days later it started locking up on start up. I called Dell 9 times and spoke to several different agents that read me answers off of a screen instead of realizing that I called so many times and escalating my call. I finally threw a fit and demanded to speak to a supervisor. I told the supervisor that I would not be satisfied until I got a third level support person. I was supposed to get that call in 2 days. I had to email them back after a week. Someone finally called and worked with me and I had to replace the hard drive and the memory in the computer. I had a computer for 9 months and it did not work and there reps did not help me or move me to a higher level agent. I asked to have my warranty extended since I now have no confidence in their product. They refused. I discovered that if I never turn the computer off the problem stops, but I feel that Dell has sold me a substandard product that I could not return because I didn't know how bad it was until it was too late to return it. My next computer will be a MAC and I will tell anyone that asks not to buy a Dell."

About FedEx

FedEx is committed to providing outstanding customer experience, to being a great place to work, a thoughtful steward of the environment and a caring citizen in the communities where we live and work.... (read more)
 
Darleen Witmer
Customer Service Manager
darleen.com
Canada

"Rogers tech support hung up on me as I disagreed with diagnosis."

 
Grace Heny
Director
168Solution
Indonesia

"A foreign worldwide bank called me to collect an outstanding bill while I actually had deactivated the credit card a year ago with zero balance."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jan Shabi
Communications Supervisor
Metropolitan Police Service
United Kingdom

"Halifax = refusing to accept more than 4 bags of change when I collected for charity - cashier was totally unhelpful"

About Metropolitan Police Service

The Metropolitan Police Service (MPS) is the territorial police force responsible for policing within Greater London, excluding the 'square mile' of the City of London which is the responsibility of t... (read more)
 
Larry Poyner
Director of Marketing
Uber Results
United States

"I recently placed an online order for some Christmas gifts. Confirmation of the full shipment was received but only one of the items actually shipped and received. I have called the Customer Support line multiple times and given only the option to leave a message and my call will be returned within 24 hours. It has been over a week and I have received no return call from my calls or return email from my emails. My next move will be to contest the charge on my credit card."

 
Marylee Woods
Customer Service & Training Advisor
City of Des Moines
United States

"I recently had a phone interaction relative to changing travel plans. The customer service representative I spoke with certainly had the script down in terms of what she could not do, but it took considerable time to get to what she could do. It's important with each and every customer not to assume that they are going to be difficult, but rather to focus on what their needs are and how you can help them."

 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"United Airlines. I am at the airport and checked in and boarded on a 6:00AM flight. Mechanical difficulties, repairmen arrive, everyone deplanes, flight eventually cancelled. Total lack of ongoing communication and inability to answer questions. After several hours passengers with connecting flights had been rebooked to flights on other airlines, and I sat. 8 hours after scheduled departure time was shuttled to an airport 2 hours away with 8 other passengers in a stretch limo to make a flight home. Next day called United's Customer Relations and spoke with India, received no satisfaction, but did get insincere apology. Escalated call to supervisor, but had to wait for call back. Received email from supervisor instead of a call, so I called back and spoke to a different supervisor who not only wouldn't help me, but refused to connect me with his manager and hung up. No recourse!"

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
John Rico
Manager: Customer Care
Boingo Wireless Inc
United States

"Besides the one I mentioned earlier. I ordered a product (free trial) for 10 days, before the 10 days had expired the company charged me for the product, I had already returned the product to them, When I tried to contact them (after searching for what seemed to be hours looking for contact information) I was greeted with a recording " All agents are currently assisting other customers, and we are only available until 11 o-clock am, please leave your phone number and someone will contact you" I tried calling at different times of the morning and got the same message every time, I left my contact information several times (including my phone number, and I am still waiting for them to contact me, I finally called my credit card company and had the charges reversed."

About Boingo Wireless Inc

Boingo Wireless is a private American company that provides wireless communication services, specifically Wi-Fi. It was founded by Sky Dayton, who also founded Earthlink.
 
Helle McDermott
Customer Care Leader
PerkinElmer
Belgium

"For christmas I bought two books online. One never arrived - I have tried to contact the company - but they do not answer my emails. That is very fustrating!!"

About PerkinElmer

PerkinElmer, Inc. is an American multinational technology corporation, focused in the business areas of: Life and Analytical Sciences, Optoelectronics, and Fluid Sciences. PerkinElmer's Life and Analy... (read more)
 
Roslyn Cross
Current Student
United States

"Every day I leave the house and attempt to shop, or call a call center representative to pay a bill, or deal with technical support issues. Dealing with customer service providers daily is a challenge for me because the service providers are rated not for quality service, but quantity calls answered."

 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Years ago I was out to dinner and after desert remembered that we never received our salads. When I mentioned this to the waitress she replied "what do you want me to do, give it to you now"? I replied with a yes and no tip."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"Sorry but they have all been good. Touring New Zealand for 3 weeks has only shown good experiences."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Evelyn Huff
Customer Service Representative
FCIS
United States

"When I called a utility company and was put on hold for over 10 minutes."

About FCIS

The Florida Council of Independent Schools (FCIS) is a professional education association founded in 1954 by a small group of independent private school leaders. Their purpose was to establish high st... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"airlines unfortunately in india- a premium airline has got so caught up in making money that they have got down to being plain rude to customers and went to the extent of advicing a passenger to fly low cost since that was his profile"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
 
Hanz Cubillan
Customer Service Director
Sao Bac Dau Business Solutions Corp.
Vietnam

"Well, asking for what you want, repeatedly, and not getting it, was really irritating. Was it the language barrier? Clearly, customer expectation was not managed (at least, mine wasn't). This happened in a coffee shop in Ho Chi Minh City."

About Sao Bac Dau Business Solutions Corp.

Sao Bac Dau Business Solutions Corporation (SBS) - a member of Sao Bac Dau Technology Group - is a technology services company delivering business and technology solutions to help its clients improve... (read more)
 
Robin Ayers
E-Commerce Customer Service Manager
Deckers Outdoor Corporation
United States

"I was informed that my air miles were about to expire and that I would lose them. I had to contact the customer service center 5 times before I could get this resolved. The company had call centers outside as well inside the US and this made it very difficult. There was no communication between anyone and ultimately I had to have my situation resolved with the assistance of a supervisor."

About Deckers Outdoor Corporation

Deckers Outdoor Corporation is a footwear manufacturer based in Goleta, California, United States. It began in 1973 as a sandal producer, run by Doug Otto.
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Make Self Service A Breeze

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

Published: Thursday, August 27, 2009

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.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
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

6.) 
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)

7.) 
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)

8.) 
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)

9.) 
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.

10.) 
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)

11.) 
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)

12.) 
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)

13.) 
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.

14.) 
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.

15.) 
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.

16.) 
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.

17.) 
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.

18.) 
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)

19.) 
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.

20.) 
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
 
Page: 12

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =