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Tech Tank – Analytics – Speech, Text, and AI

CRMXchange

Presented By: CRMXchange



September 13, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presented by: CallMiner, Genesys, NICE Nexidia

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About the Webcast

Keeping customers happy requires a business to learn as much as possible about what they’re thinking to accurately anticipate their needs. Gain insight on the capabilities of quality, speech, text, AI and interaction analytics, which offer a variety of updated applications to more accurately measure, track and improve the quality of contact center interactions.

In Call Centers we find ourselves trying to boil down all that conversation into a single disposition or reason code rather than looking at the whole conversation. Since semantic content (not just what words or phrases are said, but what did they mean) is what drives AI predictive models for churn and Sales and FCR the most efficiently.

You will hear:

  • Why it’s important to know what features of the call have been captured, and what is likely still missing. Hear from CallMiner their approach to examine the “coverage rate” of a call’s semantic content, and whether you have squeezed all the intelligence out of your interaction analytics.
  • The AI and machine learning behind NICE Nexidia’s Customer Engagement Analytics Framework and how it fuels faster and more accurate insights using predictive models and scenario analysis from the interaction analytics, to the IVR journeys, and into the customer journey analytics.
  • How Genesys Altocloud drives increased sales and conversions, produces more qualified leads, provides a better online user experience and reduces sales costs. Watch how the Genesys Altocloud solution gives the user the power of AI-fueled customer journey analytics, real-time machine learning, and predictive engagement through live chat, call-back or content offers.

 

 

 

About the Presenters

Michael Dwyer , Vice President of Research, CallMiner

Michael Dwyer developed the server and database framework that underpins CallMiner Eureka and has delivered first and second generation products from concept to customer installation. Prior to joining CallMiner, Dwyer developed cutting-edge pattern recognition products for ID Software, and successfully completed the Information Management Leadership Program for GE Corporate.

Joseph Ciuffo, Lead Demonstration Consultant - Technical Sales, Genesys

Joseph is a technical consultant focused on making things simple, information available, and people connected.  Joseph is currently tasks with the creation of demonstration narratives to showcase great customer experiences.

Brendan Dykes, Global Director Product Marketing, Genesys

Brendan has over 25 years of experience in the customer experience industry across marketing, sales and service, in both business and technical roles. This broad experience has allowed him to see first-hand the importance of both customers and organisations of delivering consistent omnichannel customer engagement.

Troy Surdick, Senior Product Manager, NICE Nexidia

Troy has over 20 years of experience designing and managing software products for a variety of large multi-national corporations.  Past clients include Delta Airlines, Walt Disney World, MVS Communications (Mexico), and Siemens, to name a few.  In his 12+ years at Nexidia, he has been involved in nearly every area of the Nexidia Analytics application, as well as several other Nexidia products. Troy holds a BS degree in Industrial/Organizational Psychology from Penn State University, a MS in Engineering Psychology from Georgia Tech, and an MBA with emphasis in Computer Information Systems from Georgia State University.