News : Topbox Conversation Analytics Enable Faster Discovery of Actionable Customer Insights
Portland, OR, USA, June 10, 2019 -- Topbox, makers of enterprise Conversation Analytics software, announced new and enhanced functionalities that make actionable insights easier and faster to find in a data set that includes all conversations with and about a company. For CX and marketing professionals that want to understand and improve the customer experience, Topbox is an agnostic aggregator of customer conversations across all communication channels. Topbox leverages NLP (natural language processing), a proprietary classification model, and artificial intelligence to perform analytics across chat sessions, call recordings, emails, survey verbatim comments, social media comments and replies, in-app communications, and more.
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According to Forrester’s April 2019 research on top trends impacting voice-of-the-customeri, most VoC programs are still too focused on surveys, squander unstructured and unsolicited feedback, lack full data integration, and struggle to prove business value. Faith Adams, the author of the research, says "VoC leaders are supplementing or even replacing surveys with unstructured data that they collect and interpret. By focusing programs on analyzing customer service calls, call center agent notes, social media posts, and secure email messages to and from customers, VoC leaders can identify not only when and with what customers have struggled but also why."
"Organizations struggle with aggregating customer conversations and getting contextual understanding of the issues being discussed. While many turn to surveys for answers, the inherent limitations of surveys draw an incomplete picture. There are thousands of organic conversations happening every day that contain business-changing insights," said Topbox CEO Chris Tranquill. "Topbox makes it easier for customer-centric companies to execute on their CX strategy and deliver the experiences customers expect today."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don’t Hide Behind A Tape Player!
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Founded by contact center veterans Brian Timmons, Chris Tranquill and Jeff Yentis, TopBox was formed to address the market’s lack of intuitive, affordable tools that contact center teams can use to solve issues without the help of expensive data scientists and consultants.
Published: Wednesday, June 12, 2019
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