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OpenText Enables Intelligent and Connected Customer Service in the Cloud

A recent press release reports, “OpenText, a global leader in Enterprise Information Management (EIM), today announced the availability of OpenText Qfiniti for Amazon Connect, a self-service, cloud-based contact center solution that enables any business to deliver better customer service at a lower cost. OpenText Qfiniti is available now on AWS Marketplace. ‘For the intelligent and […]

How to Improve Customer Service With Big Data

by Angela Guess Forbes contributor Daniel Newman recently wrote, “Getting a handle on customer service is a challenge for most businesses. To make matters worse, rapidly changing technology makes customer satisfaction a moving target. Just for the record, the buyer’s journey has changed. The same things that used to motivate buyers previously have no impact […]

How Banks Are Improving Customer Service with Big Data

by Angela Guess Likhit Wagle of IBM recently wrote in Forbes, “Although 80 percent of CEOs believe they offer customers superior service, only 8 percent of their customers agree. Banks and financial services firms cannot afford to have such a discrepancy. With today’s hyper competition, market volatility, and scramble to return to pre-recession profit margins, the […]

Big Data, Better Customer Service

by Angela Guess Sean Madden of FastCo has written an article regarding how Big Data is improving customer service. Madden writes, “Last month, I talked to Amazon customer service about my malfunctioning Kindle, and it was great. Thirty seconds after putting in a service request on Amazon’s website, my phone rang, and the woman on […]

Beyond Sentiment

[Editor’s Note: This guest post is by Tom Reamy, Chief Knowledge Architect and founder of KAPS Group, a group of knowledge architecture, taxonomy, and eLearning consultants. Tom has 20 years of experience in information architecture, intranet management and consulting, and education and training software.  Tom will be presenting a tutorial, Text Analytics for Semantic Applications […]

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