The Need to Rejig Customer Service: The Changing Voice of the Customer

The new age customer is interacting more with brands than ever before, with expectations of support keeping pace. Over 77% of consumers polled in the 2016 Microsoft State of Global Customer Service Report said they favored brands offering proactive customer services. When analyzed carefully, the rising customer service expectations by consumers is a win-win situation for both brands and consumers. While consumers are able to maintain proactive communication, and ensure speedy issue resolution, enterprises get an opportunity to ensure a loyal customer base. Changing customer support expectations It is a foregone fact that…Read more »

How Do Your Customers Want to Communicate With You?

Brands that communicate effectively with their customers are not only able to retain a loyal consumer base but also offer much faster issue resolution. Consumers need solutions for their problems but not every brand listens in. Knowing what your clients want and how they want to communicate can help you address many of their problems effectively, enhancing your brand value multi-fold. Prevailing channels of communication Amid growing popularity of various digital support channels, voice support continues to be a popular support channel. A Dimension Data research in 2015 revealed that voice customer support was…Read more »

Uniphore Launches Advanced Version of its Speech Analytics Software

auMina 2.5 – introduces advanced machine learning capability, automates anomaly detection CHENNAI, May 10, 2017 Uniphore Software Systems, a Chennai-based speech recognition solutions company, today announced the availability of the next version of their popular speech analytics solution, auMina. auMina version 2.5 enables the analyst to effectively address business outcomes using a patented ratings engine. ­­­­This release introduces a Business Process Management layer and advanced machine learning capability to aid the configuration of the business outcomes and a completely redesigned User Experience. auMina is a state-of-the-art speech analytics software solution that provides real-time…Read more »