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There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making. While organizations forge ahead with plans […]

Kindra Cooper CCW Digital Modern-day speech analytics tools are invalidating the one safeguard we had against robots taking over the world: the notion that machines can’t understand feelings. Emotionally intelligent AI analyzes customer sentiment to tell you whether you’re providing the best customer experience, but its use cases extend far beyond flagging calls as ‘good’ or […]

  Your customers have high expectations of the companies they choose to patronize. And as it turns out, only one instance of missed expectations can make customers change providers for what they perceive to be a better opportunity. In fact, according to a recent study, 82% of customers surveyed said they would switch to a […]

Advisory and Market Research firm highlights 27 finalists as Digitally Innovative BEND, OR, October 31, 2018 /24-7PressRelease/ — Ventana Research today announced the finalists of the 2018 Ventana Research Digital Innovation Awards. The Digital Innovation Awards recognize technology providers that have introduced noteworthy innovations in technology that advance business and IT. They showcase advances in […]

CallMiner has introduced Eureka Alert, a new real-time speech analytics module that brings together AI-powered automated transcription, redaction, and alerting to deliver real-time direction to contact center agents and supervisors with an eye on driving specific outcomes during a call or alerting management to issues.Alert leverages the Eureka platform’s data processing engine and is an […]

If you believe the vendors, speech transcription had significant strides and now provides human-level accuracy. I’ve evaluated the major speech analytics systems for years now and I’ve yet to see any system that consistently performs at human level. However, in most cases you don’t need human-level accuracy to provide a lot of value. Let’s take […]

For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive. Additionally, three-fourths thought that a human provides the best customer service, though roughly the same number (76%) would like […]

Exploring Compliance Regulations And The Role Of Speech Analytics by Scott Kendrick, VP Marketing, CallMiner – October 23, 2018 Exploring Compliance Regulations and the Role of Speech Analytics by Scott Kendrick, VP of Marketing at CallMiner Taking risks in business involves looking at the potential reward, and then judging if you can pull it off. […]

Artificial intelligence (AI) is one of today’s most widely discussed technology topics. In fact, many of my conversations at Salesforce.com’s Dreamforce user conference in September included AI as a discussion topic, which I documented in a related post. Despite a wealth of conversations, events, and research on the topic, buyers and even some technology providers […]

CallMiner, a provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide VoC insight within a cloud-based integrated offering. CallMiner’s conversational analytics platform, Eureka, is designed to monitor […]

CallMiner, provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The new partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering.CallMiner Eureka conversational analytics […]