No more hunches. Analyze every interaction to improve customer loyalty, retain employees, improve selling and understand your audience.
For Enterprise Interactions
Conversation Intent
Why did customers connect?
First Contact Resolution
How many must repeat their interaction and why?
Compliance
Are we meeting legal requirements?
Performance Scorecard
Did we handle customers appropriately?
Performance Modeling
What offer has the best close rate? How well do we spot buy signals? Churn likelihood?
News & Views Blog
The Real Return on Investing in Intelligent CX
With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as “contact center” and “customer service” offerings, the evolution of CRM and other systems which claim they can improve the entire lifecycle of consumer interactions (from discovery to delight), it is getting more difficult to budget for and measure investments.
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All
As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands and services they rely on, more data than ever is being generated that can be harnessed to truly understand behavioral patterns and the relationship of actions to outcomes.
Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming increasingly focused on high-impact, high-value conversations, generally triggered by a problem encountered by a consumer.
With Massive Enterprises to Support, Contact Center BPOs Turn to Big Data Analytics to Drive Competitive Differentiation
As the Contact Center and CX BPO industry continues to grow, big data is more valuable than ever. Why? In one word the answer is scale.
To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive
The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many of the world’s largest organizations, profitable revenue is becoming more challenging as new competitors emerge with less technical debt, access to less expensive but sophisticated hardware and virtualized platforms, and punch above their weight as young, agile companies winning away coveted “Fortune 500” clients.
What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans
Along the hype cycle in the world of CX, Artificial Intelligence (AI) and its cousins Natural Language Processing (NLP) and Deep Machine Learning (DLM) continue to surface in more and more conversations and strategic plans for 2020 and beyond.
The Leap from Artificial Intelligence to Authentic Insights: Genuine Connections Can’t Be Automated
Let’s not get carried away with the notion that corporations can save billions of dollars by replacing human beings with machines. While there is, of course, huge opportunity to create efficiencies through robotics in factories, “co-botting” in distribution centers, and self-checkout in next generation fast food restaurants and grocery stores, when it comes delivering high value service to go along with high value offerings – nothing will ever be better than a human to human conversation.
The Reality of the Robots: Oh, The Humanity
“To protect Humanity, some humans must be sacrificed. To ensure your freedom, some freedoms must be surrendered. We robots will ensure mankind’s continued existence. You are so like children. We must save you from yourselves.”
With a 3 to 1 Proven ROI on Contact Centers for Online Health Services, It’s No Wonder Insurance Companies are Investing
The vision for healthcare delivered more efficiently via virtual visits (using voice, video and online collaboration) is becoming a reality, and this is great news for consumers, providers, and insurance companies.