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Industry Research : Survey: Brand Language Soars in Importance

#contactcenterworld

Phrasee, a provider in brand language optimization, released the findings of a survey targeting enterprise marketers. The research, powered by Dynata – a first-party data and insights platform – highlights marketers' increasing prioritization of brand language to enhance cross-channel customer engagement, while exposing their growing stress over creating high-quality content amidst constant change. The research also indicates an increasing appetite for, and faith in, new technologies including artificial intelligence (AI) to alleviate these challenges.

New research from Phrasee shows that brand language is increasing in importance for brands, but the majority of marketers report feeling more stress over customer engagement than they did one year ago.

The survey polled more than 300 senior marketers at large organizations in industries including ecommerce / retail, travel and hospitality, restaurants, communications / telecom utilities, banking / finance, and insurance. Top takeaways include:

Brand language is increasing in priority for marketers, who are also finding more confidence in their own unique brand voice.

- 91% of senior marketers agree that brand language is a core part of marketing strategy.

- A large majority of marketers (88%) say they believe their brand language helps their brand connect, compared with 74% in 2020.

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Despite this confidence, constant change has marketers feeling challenged to consistently develop on-brand, sensitive messaging.

- Almost two-thirds (63%) say their organization consistently revises language to ensure sensitivity to world events.

- 61% struggle to keep brand language interesting and engaging.

- 68% are under more stress about striking the right tone compared to a year ago.

55% consider a lack of resources one of the internal barriers that prevents the creation of good content.

Brands are not doing enough to test, learn, iterate and optimize the messages they deliver to their audiences, driven in part by a lack of top management support.

Only about one in four marketers does any testing to understand what's resonating with customers.

- 48% of marketers consider testing too time-consuming.

- 31% claim that top management does not support their trial of new technology.

Most marketers agree that data-led approaches would improve the impact of brand voice on the customer experience, with trust in AI increasing.

82% believe that their organization would benefit from data that provides insights into how consumers respond to brand language.

AI is playing an increasing role in marketers' technology investment, with three in five (63%) saying they would consider investing in AI to generate and optimize copy - an increase from only 36% of respondents in 2020.
Compared to a year ago, 65% of marketers have more trust that AI can help generate desirable brand language.

Parry Malm, CEO of Phrasee, said: "The penny has finally dropped about the importance of brand language as more and more brands focus on developing their unique voice. The challenge marketers face now is optimizing and scaling their brand language for maximum impact across the customer journey, all while staying true to that unique voice.

"Constant turbulence and a lack of resources have made this already time-consuming task even more difficult, with most senior marketers struggling to keep customers consistently engaged across all digital channels. Our survey results show an increasing willingness to turn to data-led approaches to solve these issues, but it remains to be seen whether brands will follow through on their intentions."

#contactcenterworld

https://www.prnewswire.com


About Phrasee:
Phrasee® revolutionizes customer experiences by optimizing the language brands use across the full customer journey. Its AI-powered SaaS platform brings together natural language generation, machine learning and dynamic optimization, making Phrasee the only provider of its kind to generate, optimize, automate, and analyze language in real time. Phrasee boosts customer engagement and increases lifetime value for the world's leading B2C brands.
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Today's Tip of the Day - Capability And Reliability

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

Published: Friday, December 3, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recording

 
1.) 
Premium Listing
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.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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