Lowering operational costs and improving return-on-investments (ROI) are top of mind for most enterprises with a contact center. Historically, accessing the wealth of customer interaction data resulting from customer interactions across the entire organization has been a challenge.
VoiceBase Expands Beyond Voice, Offering Text Analytics, Introduces VoiceBase Online and Enterprise Accelerator. This release provided organizations omni-channel views of their customers and unparalleled flexibility and speed in deployments.
Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.
Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights. If you’ve ever called a 1-800 number, you probably know how a great experience during that call can affect your opinion of the brand and whether you will continue doing business with them. Better CX is proven to be linked to overall profit, so modern organizations look for ways to track and optimize CX across the entire enterprise. Research shows that increasing customer retention by a mere 5% can result in a profit gain of 25%-95%!
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.
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.
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.