Tag Archive for voice of the customer

How To Really Hear The Voice of the Customer

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,…

OpenText Takes Next Steps In Automatic Content Classification

OpenText 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…

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

Daedalus (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…

The Big Business of Social Media Analytics

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…