Conversations into understanding.

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. Call Journey, a global speech analytics partner of Genesys demonstrated its voice processing solution Emotive Voice Streams (EVS) at CX18, the industry’s premier customer experience event. The event took place May 1-4 in Nashville, Tennessee, CX18 and was presented by Genesys[Symbol], the global leader in […]

Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. This post was co-authored by Juergen Tolksdorf, Director of Innovations Group at Genesys. It was originally published on Genesys blog. Contact centers have been recording conversations for decades as part of either regulatory obligations […]

Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Is it time for a change in mining techniques? Customers are less loyal and busier than ever. They consider anything more complicated than an NPS rating a nuisance, and will […]

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. “How to implement speech analytics” is one of the question we wished we were asked more often! However, currently the focus is still on technology itself; the issues of security, speed or […]

Listening to customers brings businesses one step closer to putting actual KPIs on Customer Happiness. Customer Experience is a key driver in business growth, and every large company nowadays can boast about having a CCO or a CHO (Customer Happiness Officer). CX is an investment, and as such, it needs to offer a return. But […]