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. 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. A contact center analytics solution 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.
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.
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.
Our team of researchers, analysts and consultants applies a sophisticated portfolio of tools and methods to lower costs and improve the customer experience. By focusing exclusively on three outcomes – improving loyalty, driving revenue, and lowering costs – our model is the strategic answer to transforming interactions into a competitive advantage.
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.
InMoment™ is a cloud-based customer experience (CX) optimization platform that allows companies to listen to and engage with their customers to improve business results through better experiences. The company is the leading VoC vendor for the contact center industry, offering comprehensive voice solutions (including speech to text, live agent analysis, verbatims, inbound and outbound IVR, service-to-survey routing, and a proprietary telephony architecture) as part of the Experience Hub™, a platform that provides Voice of Customer (VoC), Social Advocacy and Reviews, and Employee Engagement technology. InMoment also provides strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries.
Interactive Intelligence offers unified business communications for contact center automation, unified communications, and business process automation, with our open standards, all-in-one software suite. Over 5,000 organizations worldwide currently benefit from our on-premise or cloud-based solutions, both of which include value-added services for software, hardware, implementation, consulting, support and education.
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.