How to Deploy Analytics for Competitive Advantage
As the main point of contact between your organization and its customers, the contact center offers a significant opportunity for competitive differentiation. Today’s customers demand an outstanding experience in exchange for their loyalty, and speech and text analytics play a key role in enabling your organization to deliver on those demands.“AI-Enabled Contact Center Analytics for Dummies,” a NiCE Nexidia special edition of the popular “For Dummies” book series, explains analytics and details ways you can deploy them to make your contact center more effective than your competitors’. Analytics encompasses both speech and text analytics. Speech analytics is the capability to provide a categorical analysis of recorded phone conversations between a company and its customers; the most basic applications enable you to spot and categorize words or phrases in real time or in recorded conversations, then analyze them. Text analytics allows you to break down unstructured text documents into chronological, human-readable format such as chats, texts or emails, and it can be used for voice of customer, social media monitoring and voice of employee applications.“AI-Enabled Contact Center Analytics for Dummies” offers contact center leaders insights in several key areas:
About the Author
Abby Monaco
Abby is a Senior Product Marketing Manager for NiCE who brings over 20 years of experience in product management and marketing direction in software and technology. She is responsible for articulating and promoting the NiCE vision, message, and competitive advantages of the CXone portfolio.
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