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

Defining the Future of Deep Learning and Communication through Powerful APIs

Posted by Emily Blazensky on Mar 7, 2018 3:19:16 PM

“We are a pattern that changes slowly, but has stability and continuity, even though the stuff constituting the pattern changes quickly.”
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Topics: speech analytics, machine learning, artificial Intelligence, deep learning

Why PCI Redaction Matters; Creating a Queryable Database of Customer Insight

Posted by Emily Blazensky on Feb 12, 2018 9:33:00 AM

Just this past year, one of the three major credit bureaus, Equifax, endured a security breach that put nearly half the country’s personal and financial information in jeopardy. The fiasco has cost the company millions in legal fees and something that no dollar amount can ever replace: their reputation.

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Topics: speech analytics, speech to text, PCI compliance, customer analytics

What You Need To Know About Big Data Aggregation

Posted by Helene Servillon on Feb 6, 2018 5:05:13 PM

Picture this: you’re talking out loud to a friend about your impulsive desire to go to the animal shelter and adopt a dog. Later, you open up Facebook to find that your feed has been inundated with advertisements for dog shelters, dog toys, and dog food.

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Topics: big data, speech to text

Breaking the Silo; Connecting the Data Between Sales, Service & Marketing

Posted by Emily Blazensky on Jan 30, 2018 9:06:51 AM

Times are changing... data is for everyone

Our businesses and organizations are becoming increasingly complicated environments with each passing year. Inevitably, as you grow, you’re going to find yourself creating new departments, starting special project groups, and hiring more people all along the way.

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Topics: Call Center Analytics

7 Reasons Why Companies Should Consider Amazon Connect For Their Cloud Contact Center

Posted by Dan Raasch on Jan 18, 2018 1:03:03 PM

Amazon Connect For Cloud Contact Centers

You’ve heard it many times before: the market for cloud contact centers is growing at an astounding rate. Some say that it could grow to become a $15 billion market by the end of 2021.

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Topics: call center, amazon, aws, amazon connect, contact center

Analyze All Your Data in One Place with CustomerView’s Omni-Channel Analytics

Posted by Helene Servillon on Jan 9, 2018 5:14:30 PM

In a big data world, there’s a lot going on. Enterprises in particular are struggling to optimize and leverage all of the data they collect and monitor. In fact, 58% of businesses use eight channels to communicate with their customers, according to an Aberdeen study.

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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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