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
Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center experts to discuss and demonstrates the latest ideas and innovations that change the way brands connect with their customers.
Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19
Even as companies in the contact center and “CX” industry continue to push self-service, chatbots, social messaging apps and “automation” that enable machines to do the work of traditional agents, a new Business Process Outsourcing (BPO) company based in Orlando, Florida was introduced in Denver, Colorado at Genesys’ annual global gathering, Xperience 19.
Activus Emerges from Stealth Mode, Launches CX BPO Start-Up at Genesys Xperience19
New offering built on Genesys PureCloud Taps CustomerView’s AI-Driven Behavioral and Conversational Analytics and Insights to take customer service and experience management to new heights
Joe Galvin, CEO of CustomerView, Joins Forbes Technology Council
Joe Galvin, founder and CEO of CustomerView, a pioneer in leveraging cloud-based big data analytics to capture every customer interaction in every channel to measure compliance, productivity, call resolution and sentiment, has been accepted into Forbes Technology Council, an invitation-only community for world-class CIOs, CTOs, and technology executives.
Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs?
According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30-45 percent, which is more than double the average for all occupations in the country.
CustomerView to Demonstrate Advanced Analytics Platform Leveraging AI for Behavioral Analytics Across All Voice, Messaging, Web and Social Media Channels at Genesys Xperience19
Company will feature its proven cloud-based Conversational Behavioral Analytics CXaaS solutions integrated with Genesys’ Customer Experience Platform
For Contact Centers, Time Is Big Money
Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort, Customer Churn Rate, First Response and Average Handling Time) have given contact centers and large customer-facing offices expansive methods to better understand and act on customer behavior.
The ABCs of Conversational Behavioral Analytics: Words & Tone of Voice Matter
The way we connect and communicate continues to change, but one thing is for certain: we’re more digitally connected as individuals and businesses and a society than ever before.
In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics
All conversations are contextual – how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.