What is Speech Analytics? [Analyst Blog]

DMG Consulting

Speech analytics, also known as audio mining, is software that uses a variety of techniques to convert unstructured conversations into structured output, turning it into metadata and transcripts. The output files can then be analyzed, and the enterprise can use the findings to identify customer insights, needs and wants. See the figure below. What is Read More >

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Delight Your Customers and Save Money with Proactive Care [Webinar]

proactive care

Did you know that 84% of businesses are interested in providing proactive and personalized customer communications? And that the majority of consumers welcome receiving timely messages and reminders from companies they do business with? Consumers today want an ongoing dialog with the companies they trust, and they have an expectation of receiving proactive communications in a Read More >

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Is Your IVR Ready to Greet Today’s Technology Savvy Customers? [Webinar]

IVR

Interactive voice response systems (IVRs) have been around since the mid-80s, greeting customers and allowing them to help themselves 24 hours a day. In many cases, the IVR has done such a great job that it has been developed, deployed, and forgotten, often times not reaching its true potential among the rising tide of alternative customer interaction channels. Read More >

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Critical Components of a Modern Contact Center [Webinar]

contact center webinar

Managing the many competing needs in your contact center is a never-ending balancing act.  You may be constantly wondering what is critical, versus what is just noise. So, what is critical? For starters, the fast-changing world of social and mobile – coupled with increasing customer demands – is driving a need for agility in adding new Read More >

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Digital Customer Service: 5 Takeaways from Gartner Symposium 2014

Digital Customer Service Gartner Symposium

Genesys recently attended the world’s largest strategic IT event, The Gartner IT Symposium, where CIOs and IT leaders from around the world discussed customer experience and contact center strategic directions for the coming year. The event’s theme was Digital Business is Upon Us, and it covered how the “nexus of forces of cloud, mobile, social and information” Read More >

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No Limits on Great Customer Experience at Dreamforce [Video]

Dreamforce Genesys iPad

There was something for everyone at this week’s Salesforce.com Dreamforce! Sun, surfing, software, socializing, smartwatches from Will.I.Am, and serenading by Bruno Mars. The event featured over 145 thousand attendees, 400 exhibitors, 1,450 sessions, and 5 million online viewers, and is being compared to Woodstock by a Forrester analyst. For our part, Genesys was excited to Read More >

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When a Smile May Not Be Enough! Empower Employees with Workforce Management [Webinar]

workforce management

No matter how good your products or services are, your employees are often the true face of your business. They answer the “front door” your customers knock on to get their questions answered or their problems resolved. They smile (in a “virtual way”), they say please and thank you, and ask if there’s anything else they Read More >

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