While it might seem mundane, digitizing voice data is essential for downstream advantage. There are significant benefits in gathering, aggregating, analyzing, and leveraging appropriate actions from voice data. There are obvious benefits in customer service, sales management, and compliance. Voice data is an equal tributary in the growing data mesh that organizations are dealing with for now and the future. We are only at the beginning of leveraging voice data, so expect a big push in brand monitoring next.
Listening to the true Voice of the Customer (VoC) has never been as critical and demanding as it is today. As each consumer’s needs are different, understanding each one is vital to a great customer experience (CX). Creating powerful customer experiences...
Predictive analytics is an advanced form of data mining that leverages machine learning to identify patterns in voice recordings, intuit a speaker’s intent, and predict a future outcome — be it a sale, account cancellation, or one of many customized “X” signals your clients might request.
Call center agents play a critical role in facilitating the customer relationship. In 2020, the percentage of customers who had contacted a customer service department within the last month remained well over half. Customers rely on contact centers and...
A Fortune 500 telecommunications provider with a subscriber base of 20 million needed a solution to accurately redact sensitive PCI data for their contact center.
The Challenge of Accessing Customer Insights The advent of big data has spawned a new dimension of how we conduct business on a day-to-day basis. Components such as your website, social media presence, and call center recordings are just a few examples of valuable...
