Voice of the Customer or Customer Attitudes – Take a New Approach

BLOG: Jonathan Wax, VP, EMEA at Nexidia outlines five ways to use Interaction Analytics to reveal customer attitudes and turn up the volume on Voice of the Customer surveys… The term “Voice of the Customer” has been used in contact centres for many years and in many different ways. In reality Voice of the Customer is a market research technique often used at the outset of a new product launch or service offering to understand customer requirements to then be fed back into product or service development. Continue reading Voice of the Customer or Customer Attitudes – Take a New Approach

Zendesk’s Satisfaction Prediction Brings Machine Learning to the Customer Experience

PRESS RELEASE: Zendesk announced Satisfaction Prediction – the first machine learning and predictive analytics feature for customer satisfaction – Is available to Zendesk customers on the Enterprise plan. Satisfaction Prediction leverages machine learning to predict how likely a ticket is to receive a good or bad rating, helping organisations take action to ensure positive outcomes. Since launching in beta five months ago, Satisfaction Prediction has analysed over 1.82 million customer interactions and has been successfully deployed by businesses globally including Pinterest, Digitec, and Easy Taxi. Continue reading Zendesk’s Satisfaction Prediction Brings Machine Learning to the Customer Experience

Alcatel-Lucent Enterprise Communication Strategy outlined by newly appointed head of the Communications Business

PRESS RELEASE: ALE, operating under the Alcatel-Lucent Enterprise brand, introduces Matthieu Destot as the newly appointed Executive Vice President, General Manager for the ALE Communication Business Division. Matthieu has an extensive background and expertise in the rich technology of Alcatel-Lucent Enterprise communications solutions. In his new role, Matthieu will guide the company’s strategy connecting traditional communications solutions with the cloud to deliver a Personalised Connected Experience. Continue reading Alcatel-Lucent Enterprise Communication Strategy outlined by newly appointed head of the Communications Business

InfinityCTI Receives LumenVox Partner Skills Certification

PRESS RELEASE: LumenVox announced that InfinityCTI received LumenVox Partner Skills Certification. LumenVox Skills Certification demonstrates InfinityCTI’s capability to deliver high quality speech solutions based on the LumenVox speech automation suite. InfinityCTI supports speech-enabled applications on the Avaya Aura® Experience Portal and utilizes the LumenVox Speech Recognizer (ASR) and Text-To-Speech Server (TTS) to provide a carrier-grade, scalable self-service environment within the Call Center. Continue reading InfinityCTI Receives LumenVox Partner Skills Certification