Analytic systems are concerned with the prediction of future probabilities and trends. The central element of the system is the predictor, a variable that can be measured for an individual or other entity to predict future behavior.
Multiple predictors are combined into a model, which, when subjected to analysis, can be used to predict future probabilities with an acceptable level of reliability. Information is collected, a statistical model is formulated, predictions are made and the model is validated (or revised) as additional information becomes available. The results are applied to many research areas, including meteorology, security, genetics, economics, and marketing performance.
Contact centers use these programs to analyze their data, combining information on what has occurred in the past, present events, and projected future actions. Then they’re using the insight that they gain from this analysis to direct, optimize, and automate their decision making.
Speech Analytics provides advanced functionality that can help you glean valuable intelligence from thousands of customer calls so you can take action quickly. Although you record customer conversations, the sheer number of recordings can easily exceed your ability to review and analyze them. An Analytics solution can mine recorded interactions to surface the intelligence essential for building effective cost containment and customer service strategies.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.
Avaya is the global leader in contact center and enterprise customer communication solutions. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, service and competitiveness.
AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller’s perspective. Without installing any new hardware or software, the AVOKE Call Browser system captures the caller's entire experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across all sites, continents and outsource partners. Companies use the AVOKE Call Browser system to deliver real-time caller experience dashboards, and to supply process improvement teams with complete and objective customer data. BBN also provides professional services to quickly analyze a large volume of calls and deliver specific and quantified improvement roadmaps.
CallCopy is a leading provider of Quality Management / Recording Solutions to the contact center industry. CallCopy is able to blend a wide range of recording solutions in a single server, including random monitoring with digital screen capture, on-demand recording, and 100% recording with long-term archiving for liability and compliance. CallCopy’s intuitive design is easy to maintain and easy to use, accelerating a ROI by enabling users to achieve higher levels of proficiency in less time. CallCopy is able to provide recording solutions for both VoIP and TDM telephone systems, including Avaya, Cisco, Nortel, and most other leading ACD/PBX manufacturers.
CallFinder® is an affordable, cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced audio mining technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.
CallMiner is the leading cloud-based conversational
analytics solution for improving agent performance across all contact channels
(voice, social, email, chat), by automating Performance Management. Unlike
complex analytics that require a sophisticated fulltime analyst, CallMiner
Eureka pushes actionable insights directly to the people who need and can act
on the data, from the VP who manages contact centers and/or BPOs, the
Supervisor who manages a team of agents, and to Agents themselves. CallMiner
has solutions tailored for improving sales effectiveness, driving positive
customer experience, and for monitoring compliance.
Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation. Learn more at www.cisco.com/go/cc
Enkata is a leader and innovator in cloud-based customer experience analytics and workforce optimization. Our solutions give customer-centric companies visibility into the entire customer experience across each customer touchpoint – social, self-service, live assistance, and retail sales and service operations. Customers achieve impressive gains in customer service industry rankings while reducing the cost to service each account. Enkata’s Customer Journey Cloud is a set of analytics-powered solutions that capture unstructured data from voice and desktop sources used to improve operational process and employee performance. Fortune 100 companies trust Enkata to examine millions of customer interactions each day ensuring that each is delivering value to their customers.
HigherGround is a premier software developer of recording, data integration and reporting tools. These solutions are designed to deliver timely, accurate information for analytics and decision support to improve performance. The Fusion Series 7 systems collect data from multiple sources (ACD, CDR, IVR, screen capture, agent evaluations, enterprise and customer databases, etc.) and integrate the information into a single interface. HigherGround applications are used by call centers as well as by organizations in financial services, healthcare, public safety and government.
Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight’s analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government. See What Matters™ by visiting www.Mattersight.com.
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from call centers, media outlets, government intelligence and legal discovery.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
At Symmetrics, we build, implement and support software that solves the problem of reporting and analyzing data from any system or application found in your call center. For over 15 years, we've taken best practices from business intelligence and data warehousing and applied them to contact centers all over the world. Our software solutions fit the unique reporting and analysis needs of our customers, no matter how many different systems, applications, or call center sites they have.
UTOPY provides award-winning Customer Intelligence and Performance Optimization solutions powered by Speech Analytics, delivering the Voice of the Customer to enterprise decision-makers. With UTOPY solutions, free-flowing human conversations are transformed into actionable insight to strategically enrich the customer experience, optimize contact center performance, improve sales effectiveness and uncover competitive threats. UTOPY customers include innovative market leaders in financial services, insurance, healthcare, telecommunications, outsourcing, and retail. Headquartered in San Francisco , CA , with offices worldwide, the UTOPY team has extensive experience in speech analytics, business intelligence, contact center operations and business process improvement.
Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (text, speech, data, and customer feedback surveys), desktop and process analytics, performance management analytics, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
Voxify delivers customized, fully-integrated speech self-service solutions. Voxify’s patented technology enables intelligent and conversational speech applications that deliver an extraordinary customer experience. Offering the fastest time-to-benefit and highest performance, Voxify solutions deliver a superior ROI. As your business changes, Voxify’s managed service model ensures the ageless performance of applications. Leaders in customer service including Avis Budget Group, Continental Airlines, and Wyndham International trust Voxify to automate critical customer interactions. For more information visit, www.voxify.com.
VPI is a leading innovator and provider of integrated interaction recording and optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite, VPI empowers organizations to proactively improve the customer experience, improve performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 40 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent.
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