Re-energize your customer experience through Speech Analytics

Re-energize your customer experience through Speech Analytics

What do we know about customers? How do we address their challenges of using our services/products? These are the two elemental questions that businesses try to solve by employing a customer contact center. But are they (contact centers) really serving this purpose? Some of the interesting customer experience reports tell that poor customer experiences in contact centers are becoming the key reason to lose existing customers and potential new buyers. Global Customer Service Barometer says, ‘Consumers are 2 times more likely to share their bad customer service experiences than they are to talk…Read more »

Speech Analytics to prevent and detect fraud in contact centers

A report from Global Industry Analysts (GIA) says the global call centers market is projected to reach $337.8 billion by 2018. According to the report, this revenue projection is primarily driven by increasing corporate focus on providing efficient customer service as a part of business development. Contact centers today are much more than a telephonic customer service provider, it has evolved into a segment that plays a vital role in business development and process compliance. This transformation is completely achieved with the help of innovative technologies that helps enterprises make good use of…Read more »

Automation tools for Next Generation Contact Centers – Part II (Audio Mining)

In Part I of this Automation tools blog series, I’ve penned down the various benefits of using speech recognition technologies in a contact center. This blog will emphasize the reasons to deploy audio mining solutions in your contact centers. Audio Mining research began in the late 1970s. Ever since it has been used to analyze volumes of audio content sources include customer interactions, newscasts, sporting events, telephone conversations, meeting notes, webcasts, etc. However, it has taken its commercial shape as product from the year 2002 to search archives of audio content for keywords…Read more »

Innovative Voice Banking Solutions at 4th Annual Middle East Banking Innovation Summit, Dubai

Today, the global Islamic finance industry is set for double-digit growth in 2014, and the Middle East’s financial sector is one of the biggest spenders in IT. Leading research firm states ‘Combined Finance’ as the 2nd biggest business IT spenders in the Middle East region and they are predicted to invest $719.77 million in IT in 2014.  With huge investments pumping-in, the banking sector is expected to improve their regulatory compliance and risk management by upgrading the outdated legacy systems that won’t stand fit for today’s requirements and challenges. 1045Read more »

Meet Uniphore at Philippine International Banking Convention 2014

To drive growth and innovation in the Philippine banking industry, the Asian Banker is organizing the Philippine International Banking Convention (PIBC) in Manila, on 29th August 2014. In its consecutive fourth year, PIBC is promising to be a place that highlights innovative developments in the banking industry and showcase best practices followed by peers across the world. This event also serves as an eye-opener for bankers to unknot the challenges of financial inclusion, regulatory compliance, sustainability and competitiveness. 1028Read more »

Uniphore Software Systems ranked among fastest growing companies in APAC on Deloitte Technology Fast 500

Deloitte Technology Fast 500 Award  Chennai, India | Friday, August 8th, 2014 Today, Uniphore Software Systems, pioneer in speech based mobility software, announced it ranked among the top fastest growing companies in APAC on Deloitte Technology Fast 500, a ranking of the 500 public and private technology, media and telecommunications companies headquartered in Asia Pacific, that have achieved the highest rates of revenue growth over the past three years. Uniphore Software System's CEO, Umesh Sachdev, credits the unique blend of voice based solutions and strong customer focus for the company's nearly 200% revenue growth!…Read more »

Automation tools for Next Generation Contact Centers – Part I

That moment when someone says ‘Contact Center’, we tend to think of people neatly organized in a row, sitting beside their phones, answering customer calls. Is this the real image of a contact center? No! Contact centers are more than the image of head-set wearing agents who communicate in a scripted approach to customers. Almost all industries – Airline, Banking, Insurance, Lending, Telecom, Healthcare, and Utilities are reliant on contact centers to service their customers and improve their customer relationship. To an organization, contact centers’ matters a lot, they view contact centers as…Read more »