Call Analytics For BI: The Key to Increasing Speed-to-Value

Posted by Natalie Chilton on Feb 19, 2019 10:41:37 AM

“In English, please.”

How many times have you heard that line used in television or film and rolled your eyes? Maybe the starship’s engineer is describing engines or the crime scene investigator is explaining how fingerprints work. So, they have to simplify what they’re saying to get their point across.

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Topics: speech analytics

Simplifying Quality Assurance with Amazon Connect and VoiceBase

Posted by Dan Raasch on Dec 13, 2018 11:43:23 AM

For many companies, the importance of maintaining a quality assurance (QA) department can often fall by the wayside. Even worse, some organizations might not have an operating quality assurance department at all! But monitoring the quality of your product or service is an absolute necessity, and foregoing it creates liability, drives up costs, and ultimately degrades your public image and customer satisfaction.

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Topics: speech analytics, QA

Building Blocks for the Enterprise: Visualize Big Data with the BI Tool of Your Choice

Posted by Emily Blazensky on Oct 16, 2018 9:19:05 AM

Every day, the world creates 2.5 quintillion bytes of data. That is a staggering number that the human mind can’t even begin to fathom. And if we can’t picture that figure in our heads, how can we be expected to make sense of it all on our own to make informed business decisions?

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Topics: Call Center Analytics, Automated Insights

How Contact Centers Improve Their ROI By Utilizing BI Tools

Posted by Natalie Chilton on Oct 9, 2018 10:51:43 AM

Proving return on investment has been a cornerstone of business since the beginning of time. If you cannot provide empirical data that a project, campaign, or service is having a positive and lucrative effect on operations, you can surely bet that that particular undertaking will get the axe from executives.

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Topics: big data, predictive analytics, Call Center Analytics

Stop Analyzing Spreadsheets: How To Get Automated Insights From Your Call Center Data

Posted by Natalie Chilton on Sep 6, 2018 11:20:49 AM

If you run a business, you are probably acutely familiar with the utilization of a spreadsheet software. A prevalent data tool for businesses in the past several decades, these applications allow you to digitally organize, calculate, and analyze your data.

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Topics: Call Center Analytics, Automated Insights

Speech Analytics: the driving force for better business practices and customer experience

Posted by Emily Blazensky on Aug 16, 2018 12:13:23 PM

Customer experience is the driving force behind the most successful businesses these days. In fact, according to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers compete largely based on CX alone.

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Topics: customer experience, speech analytics

Using AI to Improve the Customer Experience in your Contact Center

Posted by Emily Blazensky on Jul 6, 2018 12:08:55 PM

When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.

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Topics: customer experience, AI, contact center

Amazon Connect Meetups - Network With The Cloud Contact Center Community

Posted by Helene Servillon on Apr 24, 2018 7:46:58 AM

 

There are numerous ways to implement your Amazon Connect solution and a variety of technology partners that you can integrate with. With all the different options at your disposal, networking and sharing ideas with other industry professionals and peers can bring “a-ha” moments to some of your biggest challenges. One of the best networking opportunities to take advantage of are with any of the upcoming Amazon Connect meetups.

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Topics: call center, amazon connect, contact center

The Trouble with Validating Online Marketing Campaigns

Posted by Natalie Chilton on Apr 20, 2018 11:13:34 AM

 

Putting your marketing efforts out into the world is a lot like casting a fishing line out to the sea—it takes time, patience, and a whole lot of effort, but when you come up with a big catch, it all seems to be worth it in the end.

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Topics: Marketing Analytics

Customer-Ready Solutions by VoiceBase and Amazon Connect

Posted by Helene Servillon on Mar 27, 2018 10:37:33 PM

If you have heard about Amazon Connect's new cloud-based contact center and are ready to dive in, one of the best ways to deliver effective business value is with rich speech analytics. To get started, you can check out VoiceBase’s Solution Space page which was recently launched for Amazon Connect integrations.

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Topics: amazon connect, contact center

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

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