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Plantronics - Thinking out of the Headset

Plantronics latest release brings a new era of analytics capabilities to the workplace and contact center.
options.  But it also provides software and analytics to improve the functioning of its products. …th the addition of acoustic and conversation analytics. This new suite helps managers monitor http://digitaltransformation.frost.com/expert-insights/viewpoints/plantronics-thinking-out-headset/

Validating Contact Center Trends for 2017 and Beyond

Followup to conversation on survey results and trends in the contact center with 8x8
particularly in the realm of customer analytics.  Capabilities such as customer journey mapp… customer interaction analytics analytics tools should be front and center as to the r http://digitaltransformation.frost.com/expert-insights/viewpoints/validating-contact-center-trends-2017-and-beyond/

Digitally Transforming Customer Care

Artificial intelligence in customer care is changing the face of customer service.
analytics and automation. The core of digitally transf…organization across many channels harvesting analytics in conjunction with automation http://digitaltransformation.frost.com/expert-insights/viewpoints/digitally-transforming-customer-care/

inContact's Marriage is NICE

Analyst take on the NICE acquisition of inContact
performance analyticstime analyticsBig Data analyticsyear by acquiring Nexidia in January for its analytics capabilities…ll as the full range of WFO applications and Analytics http://digitaltransformation.frost.com/expert-insights/viewpoints/incontacts-marriage-nice/

Product/Service Quality, Not Necessarily Customer Service, is Key to CX

Businesses have to focus on delivering excellent Customer Experiences to grow and survive. But they should prioritize on ensuring product and service quality first then on customer service and support and voice of customer.
weets. This is resulting in the purchases of analyticsincluding social analyticsanalytics Sullivan research also identified analytics has being the only growth area in the contac http://digitaltransformation.frost.com/expert-insights/viewpoints/productservice-quality-not-necessarily-customer-service-key-cx/

Careful Application of Big Data Analytics to Prevent and Solve Crimes

Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.
ng use of increasingly powerful Big Data and Analyticss new Visualization Predictive Crime Analytics application. It also mentions West… Analytics http://digitaltransformation.frost.com/expert-insights/viewpoints/careful-application-big-data-analytics-prevent-and-solve-crimes/

AI Meets... Stratecast’s Big Data & Analytics (BDA) Practice

I’m pleased to join my colleague in London, Lawrence Lundy, here on the AI Meets... blog and happy to reassure him that AI won’t be putting any competent researchers or analysts out of a job anytime soon. (In case you missed it, I’m referring to his recen…
http://digitaltransformation.frost.com/expert-insights/viewpoints/ai-meets-stratecasts-big-data-analytics-bda-practice/

MIT's "Enigma" Project Secures Cloud Computation

Google, Facebook, Dropbox... Anyone who stores your data online could give any or all of their customers' data up to the government, or hackers. How many of the services you use do you really trust with that data any further than necessary? MIT's Media La…
platform data analytics http://digitaltransformation.frost.com/expert-insights/viewpoints/mits-enigma-project-secures-cloud-computation/

The Game-Changer: BPO Innovation Up and Across the Value Chain

Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.
mer lifecycle. The company combines advanced analytics and highly trained professionals with state… Distinct Approach to Analytics Frost … SYKES Insight Analytics. This solution  applies  root  cause analysi http://digitaltransformation.frost.com/expert-insights/viewpoints/game-changer-bpo-innovation-and-across-value-chain/

Why Social is Different (and How to Adapt Marketingwise)

Social media marketing issues and an approach to finding answers to them.
time with analytics solutions is extremely challenging. I like I…s social media analytics solutions in part because IBM continually st http://digitaltransformation.frost.com/expert-insights/viewpoints/why-social-different-and-how-adapt-marketingwise/

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