Posts Tagged ‘voice of the customer’

How To Really Hear The Voice of the Customer

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Image courtesy: https://www.flickr.com/photos/carbonnyc/

There’s a whole lot of customer information out there, including the verbatim comments companies record as part of customer call center surveys or other voice-based interactions. At Verizon Wireless, for example, more than 190 million customers call in daily, weekly and monthly, and sound bites from them during after-call surveys, each a few seconds long, added up to about a ton of data that wasn’t being factored into its customer analytics efforts.

“We had the information, the WAV files, but we couldn’t analyze them with the same lens and same tools” Verizon was bringing to the text – emails, social media, surveys, and so on – commentary from its customers, according to Lorraine Schumacher, Director of Operations Customer Business Intelligence at Verizon, during a recent webinar hosted by customer experience management vendor Clarabridge. Verizon had been using Clarabridge’s technology to monitor its various listening posts to drive strategic business decisions based on analyzing text and sentiment in social media and other sources.

Now, it saw an opportunity to transcribe its WAV files of direct customer feedback so that the information in them could be processed and analyzed to support those same ends. Speech recognition and analytics vendor Voci Technologies partnered with Clarabridge to support those goals.

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OpenText Takes Next Steps In Automatic Content Classification

otextOpenText yesterday made its secure file sharing and synchronization product, Tempo Box, available for free to customers using its OpenText Content Suite enterprise information management tool.

“A lot of our customers have major concerns about employees sharing documents with cloud tools like Dropbox,” says Lubor Ptacek, vp of strategic marketing. They want them to be available, synched and sharable across all their devices, but using such services can create security and compliance problems. By deploying Tempo Box on top of their existing infrastructure, at no charge to all internal employees and any external parties they may need to share content with, companies get a seamless and cost-effective way to share files in the cloud without compromising security, records management requirements and storage optimization, he says – “the things that enterprise customers care about, especially those operating in regulated environments.”

Among those capabilities is applying automatic content classification, which is usually required for records management reasons – for example, helping companies determine if a document is an employee record they must keep for five years or a tax record they have to hold for seven years. That under-the-hood classification engine is an outgrowth of OpenText’s acquisition a few years back of text mining, analytics and search company Nstein. Since the acquisition, says Ptacek, the company has been looking at ways to apply the technology to specific business problems and make it part of its applications.

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Daedalus Takes Meaning-As-A-Service To Excel, GATE And CMS Systems

meaningasaserviceDaedalus (which The Semantic Web Blog originally covered here) has just made its Textalytics meaning-as-a-service APIs available for Excel and GATE (General Architecture for Text Engineering), a JAVA suite of tools used for natural language processing tasks, including information extraction in many languages. Connecting its semantic analysis tools with these systems is one step in a larger plan to extend its integration capabilities with more API plug-ins.

“For us, integration options are a way to lower barriers to adoption and to foster the development of an ecosystem around Textalytics,” says Antonio Matarranz, who leads marketing and sales for Daedalus. The three main ecosystem scenarios, he says, include personal productivity tools, of which the Excel add-in is an example, and NLP environments, of which GATE is an example. “But UIMA (Unstructured Information Management Applications) is also a target,” he says. The list also is slated to include content management systems and search engines, among them open source systems like WordPress, Drupal, and Elasticsearch.

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The Big Business of Social Media Analytics

Photo Courtesy, Flickr, coolinsights

How do you know that social media customer analytics has arrived? When big consulting companies decide they want more and more pieces of it.

Consider the move last week by Capgemini Group to partner its business processing outsourcing organization with text analytics vendor Attensity. Capgemini will use the latter’s software that helps companies monitor, analyze and act on customer conversations taking place across social media venues as part of its Social Insight Into Action consulting offering. The new service is said to be a customizable, all-in-one package that covers web listening and analytics in social media, and that uses feedback gained from these online sources to help companies modify business processes to better engage with these audiences.

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