Accounts. Call Center Services Week in Review. There was an array of news in the Call Center Services space this week including prestigious awards, the opening of new call centers, and innovative call center software.
Kicking off the week, ContactCenterWorld, the Global Association for Contact Center Best Practices & Networking, has recognized Massachusetts Mutual Life Insurance Company (Mass Mutual) in four categories at Contact Center World's 2012 Top Ranking Performers Americas Conference. LiveOps Recording - Blended Call Center Software - Reviews, Features, Specs. OnQ - Outbound Call Center Software - Reviews, Features, Specs. Incontact Platform 2.0 - Blended Call Center Software - Reviews, Features, Specs. Avaya Aura Contact Center Software Review. Avaya may seem to some to be a newcomer in the CRM software and contact center space, but that is not the case.
The company began initially as part of AT&T and then as Lucent Technologies' enterprise communications group. After Lucent spun off the group in 2000, it became known as Avaya. Avaya then became a publicly traded company on October 2, 2000. Its stock symbol was AV on the New York Stock Exchange. It later reverted back to a private company again in October 2007 when it was acquired by Silver Lake and TPG Capital. The company's focus is enterprise communications and collaboration systems, software and services with a global focus on Unified Communications (UC) and Contact Centers for businesses of all sizes. The communications giant is competitively aggressive; and its business philosophy is to proactively stay well in front of its direct competitors. In 2001, Avaya bought VPNet Technologies to add virtual private network enhancements to its data networking products.
Analytics convergence: The future for the social media contact centre? DMG Consulting's Donna Fluss explains how social media, analytics convergence and the contact centre hold the clues to a major future trend.
If the increasing popularity of speech analytics technology has helped drive a reappraisal about the value that contact centres can deliver to the whole enterprise, then the latest generation of analytics tools could revolutionise the contact centre entirely. Historically viewed as a ‘cost centre’ within the organisation, or a way to strip people, processes and costs from branches, recent years have seen organisations steadily acknowledge the potential of contact centres as profit centres. As part of this, there has been increasing investment in speech analytics technology, as enterprises have sought to structure unstructured call data to deliver greater customer insight. However, it is the latest development that captures the imagination.
Holistic view of the customer. Big Data Analytics Gold for the Call Center CIO. CIO — There may be no corporate function that throws off more data than the corporate call center.
"Every contact is counted, routed, measured and scored. Agent performance is actively measured," says Tony Filippone, executive vice president of research for sourcing analyst firm HfS Research. Contact Center Solutions - Medallia. Speech and Data Analytics for Quality Service: support center technology, software for improved interactions. Speech-Analytics_InsightOn.pdf (application/pdf-Objekt) Call Center Analytics: New Text Analytics Solution. Unlock the Insights Buried in Unstructured Data : KXEN, Inc. Prepare Your Data Lots of business-relevant information originates in unstructured formats like text .
Just think about all the emails you send and receive in a single day. With InfiniteInsight® Explorer’s text analytic capabilities, you can unlock the value of customer interactions that take place across all customer channels – in you call center (call logs), chats, emails and social communities like Facebook or Twitter. InfiniteInsight® customers are using text analytics to do things like link call center logs to determine the propensity of a customer to churn. Text analytics provides valuable data that can be included in your analytical record and resulting analytical data sets to boot predictive power.
Success Stories “InfiniteInsight® Social is increasing stickiness on our website. CRM Next Best Activity Learn how to make every interaction the Next Best Action using best-in-class predictive analytics and business rules. Contact Center Text Analytics : Solutions : Contact Center : Verint. Verint offers workforce optimization solutions to help contact centers, branch and back-office operations, marketing and customer care, and financial compliance organizations deliver world-class customer experiences.
Our solutions provide actionable intelligence for enhancing products, processes, and workforce performance; reducing costs and liability; and generating revenue and competitive advantage. Discover how organizations around the world rely on Verint workforce optimization solutions to help them optimize performance and customer service. Our solutions are deployed across a variety of industries, where they address customer needs that range from simple to highly complex.
Verint offers an array of support options to help ensure smooth, ongoing use of our software solutions. Our global Customer Support organization is staffed by trained and certified support professionals who are committed to providing you with high quality support—around the globe and around the clock. 8 CRM Uses for Text Analytics by David Bean.
Executives in charge of customer relationship management (CRM) have it tough.
Their charter – namely, to understand customers implicitly and constantly increase satisfaction to achieve retention and growth – is a never-ending process of amalgamating data from various sources, deciphering meaning and communicating with other department heads to determine actions. Unfortunately, despite the dollar amounts thrown at CRM, many companies have yet to harness the virtually limitless “first-person” customer feedback data available to them. The reality is that every hour of every day, directly and indirectly, customers place calls (that are transcribed), send direct emails, complete surveys and talk among themselves online in blogs, forums and social networks. They share their thoughts about products and services, their likes and dislikes, and their hopes for future features. Customers tell companies about product failures.
Is our product launch going well? 1. 2. 3. 4. 6.