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Industry Research : 90% of Higher Education Institutions Deliver Subpar Digital Engagement

#contactcenterworld, @mrb_pr

Seventy-three percent of North American higher education leaders agree that their website is the number one marketing tool when it comes to student engagement and facilitating registration. Yet only 10% rate their site as "very effective", according to the "State of Continuing Education 2021: Exposing the Modern Learner Engagement Gap" survey from Modern Campus, a "student first" modern learner engagement platform.

The survey looked at the effects of the pandemic on continuing education (CE) providers while examining whether current institutions and technologies were meeting student needs. The research identifies specific areas where institutions suffer from a modern learner engagement gap. Further, it highlights areas where schools of CE are innovating to address this gap as well as identifies emerging opportunities.

"Modern colleges and universities address their engagement gap by making it unbelievably easy to not just enroll but also provide students with clear, personalized career pathways. The data from this year’s State of Continuing Education report spells out the risk of not meeting the needs of modern learners," said Brian Kibby, chief executive officer of Modern Campus. "Those that do will thrive. We know this because we see it in our customers every day—on average they grow annual revenue by 19%."

While there’s little wide-ranging research available on the CE market, these units tend to be at the forefront of transformation and innovation in the higher education industry. Understanding the trends in CE provides a high-level view into where the rest of the postsecondary industry is moving.

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Additional Key Findings

  • 76% of respondents have senior leadership buy-in to scale and expand non-degree course and programs, however:
    • 58% of respondents say they can deliver the experience non-degree students want but only with significant staff effort.
    • 39% say their current non-degree student registration system is not meeting their needs.
    • 31% of respondents struggle to access non-degree student data 11% have no access at all.

  • The biggest challenges to adding or scaling programs includes concerns about market demand, administrative burdens, cost to launch and time to market.

  • About 45% of respondents said buy-in from faculty, staff and leadership are the biggest obstacles to creating pathways from non-degree to degree programming at their institution.
    • 80% of respondents said their institution intends to pursue the development of pathways from non-degree to degree education.

  • 35% of responses were positive, 49.8% were neutral, while only 15.6% skewed negative when asked how continuing education has changed since the pandemic.

  • The biggest areas for growth identified in the survey are stackable credentials, microcredentials and customized corporate training.

"Traditional approaches of delivering traditional credentials to traditional students aren’t working, and that’s clear from this year’s State of CE report," said Amrit Ahluwalia, editor-in-chief of The EvoLLLution, an online publication founded by Modern Campus that focuses exclusively on higher education innovation. "While it appears the modern learner engagement gap is widening, results from the survey also highlight the opportunities for colleges and universities to address their respective engagement challenges. It’s encouraging to see that models of modern learning exist and are paying off."

#contactcenterworld, @mrb_pr

Today's Tip of the Day - Crazy But True!

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

Published: Monday, March 15, 2021

Printer Friendly Version Printer friendly version

2021 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.

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.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
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)

5.) 
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.

6.) 
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.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
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

9.) 
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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