Contact Center Analytics
What is Contact Center Analytics? Call center customer analytics software 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. This information is used to help improve customer experience management.
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. Call center customer analytics software can mine recorded interactions to surface the intelligence essential for building effective cost containment and customer service strategies in order to improve the customer experience.
7 is redefining the way that companies interact with consumers. The company’s customer engagement platform assists several hundred million visitors and engages in 1.5 billion conversations annually, across all channels, most of which are automated. Using 7 solutions, many of the world’s largest and most recognizable brands are anticipating and acting on consumer intent to create more personalized customer experiences. This shift to an intent-driven engagement strategy results in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.
Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization software including call recording, quality assurance, workforce management, speech and desktop analytics and performance-based dashboards and reporting. Calabrio ONE is intuitive and flexible - providing products with an easily personalized architecture that allows contact centers the freedom to integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bring the most important data quickly to the helm where it becomes simply actionable.
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.
EdgeVerve Systems, a wholly owned subsidiary of Infosys, develops innovative software products and offers them on-premise or as cloud-hosted business platforms. Our products help businesses develop deeper connections with stakeholders, power continuous innovation and accelerate growth in the digital world. We power our clients’ growth in rapidly evolving areas like banking, digital marketing, interactive commerce, distributive trade, credit servicing, customer service and enterprise buying.
Our flagship offering in the space of customer experience management, AssistEdge, is an enterprise class customer service product that delivers an integrated, cross-channel experience and reduces service intensity by enhancing operational productivity. For more information, please visit: www.edgeverve.com/assistedge
Five9 is a pioneer and leading provider of cloud contact center software, bringing the power of the cloud to
thousands of customers worldwide. Five9 helps businesses take advantage of
secure, reliable, scalable cloud contact center software to create exceptional
customer experiences, increase agent productivity and deliver tangible business
results. For more information visit www.five9.com.
Twitter: @Five9 Facebook: www.Facebook.com/CallCenterSoftware
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel customer experiences, journeys and relationships. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 25 billion contact center interactions per year in the cloud and on premises.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
West’s cloud-based communication solutions combine
innovative technology, fluid orchestration with your existing systems to
minimize your investment, and consultative business intelligence to
optimize results. We’ll help you use multi-channel strategies to
strengthen self-service and outpace the competition.
ZOOM International, a global technology
company, gives contact centers the tools they need to make better
customer connections, address compliance and service challenges while
ensuring excellent customer experiences that enhance their competitive