VOZIQ Receives 2017 CUSTOMER Product of the Year Award

VOZIQ’s Predictive Churn  Reduction Solution has been  Honored for Exceptional Innovation

VOZIQ announced today that TMC, a global, integrated media company, has named Predictive Customer churn Reduction Solution as a 2017 CUSTOMER  Product of the Year Award winner.

The 2017 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.

We are delighted and honoured! 🎉

CUSTOMER Products of the Year

“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor VOZIQ with a 2017 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its Predictive Customer Churn Reduction solution has proven deserving of this elite status and TMC’s CUSTOMER magazine look forward to continued innovation from VOZIQ in 2017 and beyond.”

For more than 20 years, TMC has been honoring technology companies with awards in various categories. These awards are regarded as some of the most prestigious and respected honors in the communications and technology sector worldwide.  Winners represent prominent players in the market who consistently demonstrate the advancement of technologies. Each recipient is a verifiable leader in the marketplace.

About CUSTOMER

TMC’s CUSTOMER magazine premiered in September 2012 and is the industry’s new, definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more.

About VOZIQ

VOZIQ is an award-winning customer analytics company which provides predictive text analytics solutions to Fortune 500 companies. These solutions leverage contact center agent notes as a source of strategic intelligence about customer experience and customer care costs. Unification of other customer data sources and predictive modelling further helps recurring-revenue businesses identify at-risk customers and design proactive strategies to prevent customer churn.

VOZIQ’s affordable predictive text analytics has delivered outstanding ROI to some of the industry-leading businesses by helping them retain their customers, reduce care costs, boost customer loyalty and drive incremental purchases.

Check the award announcement here.

Voziq Holiday

Happy Holidays from VOZIQ!

Wishing you and your team Happy Holidays and an exciting 2017!

We hope things are lining up at your end for an outstanding 2017 – both personally and professionally.

 

VOZIQ is growing fast!

2016 has been a phenomenal year for VOZIQ – thanks to the growing adoption of our text analytics solution and the excellent feedback from our customers.

VOZIQ’s innovative solutions also found recognition with awards such as CRM Excellence Award 2016 and 20 Most Promising CEM Solution Providers 2016. We also contributed to the community of CX professionals by attending Customer Service Experience 2016 conference as a Gold Sponsor.

In 2016, we also grew our data science team, by adding some of the best data scientists, to meet the predictive analytics market needs.

Let’s make 2017 special!

In 2017, we will continue to focus on delivering outstanding value to our customers. We are putting extra emphasis on expanding product capabilities and making text analytics easier to use. Our other priority in this year will be to align the solution even more closely with specific use cases around customer retention and customer service experience.

In the new year, we look forward to working closely with you around your customer retention and customer service experience goals.

CX Strategy With Cloud-Based Customer Interaction Analytics

VOZIQ: Redefining CX Strategy With Cloud-Based Customer Interaction Analytics

CX Strategy With Cloud-Based Customer Interaction Analytics

With data explosion, aided by the proliferation of devices, organizations have started looking at Big Data in a different way. Effectively collecting, securing, organizing, and distributing the growing amount of data within the organization is becoming increasingly difficult and requires specialty skills. Especially when consumers are sharing on multiple channels, their dislikes, motivations, loyalties and preferences, organizations have started giving more importance to customer feedback as a critical element in the buying decisions of consumers.

It is not easy for every enterprise business to secure deep analysis skills as well as managers and analysts with the know-how to use the analysis of Big Data to make effective decisions. It is time-consuming and expensive for these organizations to build internal capabilities, especially when the limited pool of data scientists is in high demand. To address this situation, businesses are collaborating with external analytics companies as a way to evaluate the benefits of big-data analytics for them. This approach brings in expertise, as well as tools and processes for well-defined projects before scaling up the analytics programs, as well as enables the business to learn from the experience in order to build additional use cases to take the next big leap.

VOZIQ’s Big Data text analytics solution uses state-of-the-art infrastructure to gather customer data by using ready to connect data source connectors to integrate disparate, structured, semi-structured and unstructured data sources, both on premise and in the cloud. The solution smartly uses file system based/non-relational database’s like Hadoop and elastic search to process terabytes of data.

Analyzing unstructured data and extracting important insights from it is the key aspect of VOZIQ’s text analytics solution. To achieve this, the solution utilizes advanced techniques like machine learning and complex algorithms to understand customer intent from every day contact center interactions.

VOZIQ’s text analytics solutions have the capabilities of creating on-the-fly customer trial environment, securing the data using advanced encryption techniques, hosting the trial environment on secure cloud environment/data storage servers such as Amazon Web Services (AWS).

VOZIQ’s VSMART Text Analytics Solution for Contact Centers leverages AWS and Big Data technologies and has been designed on top of a powerful stack of text and predictive analytics technologies to extract real customer intent and effort on a large scale. VSMART integrates agent notes with IVR choices, CRM and billing information and applies text analytics to present a unified view of customer experience. “With the combined power of predictive algorithms and text analytics, this solution can answer critical questions like ‘What is driving customer experience?’ and ‘Is this customer at risk of cancellation?’ that are real concern for CX leaders”, says Suresh Akula, Co-Founder, and CTO, VOZIQ.

“VSMART analyzes text and understands the context of customer issues,” states Akula. VSMART’s text analytics capabilities transform integrated data into insights, which are mapped to various customer journey sequences and data segments to eventually improve customer experience, reduce customer churn, and optimize contact center operational costs. The application ingests the processed customer data and enables tracking of KPIs and conducting deeper analysis,” says Akula. The suite empowers clients with customizable dashboards, algorithmic capacity, and an advanced reporting module. The suite’s analytics capabilities in conjunction with its algorithmic capacity can gauge customers’ sentiments, forecast their journey events, and identify specific opportunities to transform the customer experience.

“We have been successful in delivering significant ROI to our customers with our proven cloud-based customer interaction analytics solution backed by data science team with deep contact center expertise,” concludes Akula.

(Source: Original article appeared on Siliconindia.)

 

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Voziq cem2016 cioreview

VOZIQ Recognized as One of the 20 Most Promising CEM Solution Providers 2016!

Here is another feather in cap for us! After receiving the CRM Excellence Award 2016 a few months ago, VOZIQ has now won another accolade: the reputed CIO Review magazine has featured VOZIQ in 20 Most Promising CEM Solution Providers 2016, an annual list featuring 20 companies which are at the forefront of providing CEM solutions (customer experience management) and impacting the marketplace. These are also the best solution and service providers who exhibit extensive business knowledge and innovative strategies in the industry.

We are delighted and honoured! 🎉

 VOZIQ Named to 20 Most Promising CEM Solution Providers 2016

With customers rapidly embracing new, digital channels of communication, the CEM solution providers (Customer Experience Management) space is transcending to newer frontiers. The utility of mobile devices—Smartphones and tablets—as a medium of interaction is well leveraged by companies to communicate and connect with their customers. Essentially, firms are embracing innovative customer experience methodologies that place consumers at the heart of their business strategies. Every time a customer communicates with a service provider, be it for downloading a digital application, updating a service, paying bills, or calling customer care; brands are looking to provide an omni-channel experience, which will boost customer loyalty and retention.

To sail through the volatile market, companies are now focused on developing one-to-one communication channels built around customer’s specific needs. Coupled with latest technologies like big data, analytics, and cloud, these channels will optimize end-to-end customer experience process.

In this edition of CIO Review, we are focusing on CEM solution providers that provide state-of-the-art services and tools to reduce the pain-points related to customer experience management. We also present to you “The 20 Most Promising CEM solution providers 2016,” featuring the best solution and service providers who exhibit extensive business knowledge and innovative strategies in the industry.

A distinguished panel comprising of CEOs, CIOs, VCs, analysts, and CIO Review editorial board has selected the top solution providers from over three hundred companies. The listing provides a look into how these solutions work real time, so that you can gain a comprehensive understanding of what technologies are available, which are right for you, and how they shape up against the competition.

– CIO Review Editorial Board

20 Most Promising CEM Solution Providers Certificate

Taking a Different Approach than Most Other CEM Solution Providers

Modern organizations are emphasizing on improving customer experience (CX) at each point of interaction. Although, ideally this should result in increased levels of customer satisfaction, recent surveys by IBM paint a different picture.

“80 percent of executives believe they deliver great CX, whereas only eight percent of the customers second this fact,” says Dr. Vasudeva Akula, Co-Founder and Head of Data Science and Customer Analytics Practice, VOZIQ. “There is a huge gap between what the company thinks and what the customer sees because companies fail to understand what the customer is trying to accomplish.”

VOZIQ uses a critical differentiator—contact center interactions—to close this gap by understanding customers’ preferences and the points at which the quality of service is lacking. The company leverages predictive text analytics by mining structured and unstructured data from the contact centers, including post-call agent notes from CRM systems, to understand customer needs at a very large scale.

“Instead of survey-based approach to understand CX by asking the customers ‘how well are we doing, and tell us where we can improve’—an organization can leverage the call center as a listening post to understand expressed as well inferred CX insights,” says Dr. Akula.

Plug’n’Play Customer Experience (CX) Transformation

VOZIQ delivers Plug’n’Play CX Transformation, a cloud-based predictive text analytics platform with capabilities to integrate data from multiple data sources and analyze it for transformative business insights. Deployed as a SaaS Solution on Amazon Web Services (AWS), VOZIQ’s Customer Intelligence platform eliminates the tedious and time-consuming procedures of software installation and configuration.

As the name Plug’n’Play suggests, the client simply feeds customer interaction data from their contact centers into the platform. Once uploaded, VOZIQ uses preconfigured templates to identify key reasons for repeat contacts, customer dissatisfaction, and gaps between top and bottom performing agents in sales or customer retention scenarios. It ingests the processed customer data, and performs deeper analysis of revenue impact by linking customer interactions with past and future transactions to deliver significant ROI for their clients.

VOZIQ also provides Managed Analytics Services, which involve a dedicated team of data scientists working as an extension of client’s team. It provides accelerated ROI for their customers on a pay-as-you-go basis, also providing time for internal talent to pick up the best practices for managing the solution on their own.

VOZIQ emphasizes uniqueness of its methodology that delivers wider CX gains for its clients very quickly. “We stitch entire customer contact history together and create an accurate view of customer intent, calculate customer effort and sentiment, and finally link the insights with customer identity for deeper CX intelligence,” says Dr. Akula.

We stitch entire customer contact history together and create an accurate view of customer intent, calculate customer effort and sentiment, and finally link it with customer identity for deeper CX insights.

– Dr. Vasudeva Akula

When a client from a subscription-based technology service industry needed a customer retention solution for minimizing their customer churn rate, “we used contact center interactions as a differentiator by identifying customer intent, effort, and sentiment. We then applied predictive algorithms on this unified data to create churn propensity scores that are more accurate and dynamic,” says Dr. Akula.

The biggest success factor, according to Dr. Akula is, how they delivered recovery actions on likely churners by directly integrating propensity to churn with their interactive voice response (IVR) system to re-route likely-to-churn customers to special teams tasked with retaining the customer proactively by delivering qualified offers, newer products, as well as higher level of service.

With this approach, the solution has delivered 500 percent to 1000 percent ROI resulting in increased annual revenue.

VOZIQ’s strategic roadmap involves partnering with IVR vendors, as “IVRs can leverage customer intent to deliver business-driven routing capabilities to reduce cost-to-serve, drive sales, increase customer retention, and reduce customer effort,” says Dr. Akula. The company will also improve the predictive analytics capabilities, and remain 100 percent committed to CEM innovations in contact center domain. “VOZIQ is planning to provide built-in integrations for CRM Systems from Salesforce and Microsoft for hassle-free transfer of data,” concludes Dr. Akula.

(Source: Original article appeared on CIOReview.)

 

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Thank you, Customer Service Experience 2016!

Customer Service Experience 2016 ended on a high note on 25th May! It was a wonderful experience being at this year’s Customer Service Experience at Washington, D.C., from 23-25 May. Co-located with CRM Evolution 2016 and SpeechTEK 2016, the main focus of this year’s event was on how organizations should master the art of deriving information about the customer from each communication channel (social, mobile, phone, web, email, etc.).

Thank You! Customer Service Experience 2016

VOZIQ receives great response

VOZIQ was proud to be a Gold Sponsor of this year’s Customer Service Experience conference and a corporate sponsor of the CRM Evolution Conference. We had a packed schedule this year with a considerable presence in VOZIQ’s booth as well as a speaking engagement. VOZIQ was represented by its Founder & CEO, Dr. Vausdeva Akula, Director Dr. Sunil Issar, and CTO Suresh Akula at the event.

It was our first year at this event, but we were overwhelmed by the number of visitors to our booth that came to meet our team and claim a free trial of our award-winning customer experience analytics solution. It was an enriching experience to engage with industry leaders and contact center executives who visited our booth to discover how our solution could dramatically improve contact center ROI.

Voziq CEO Vasu Speech at Customer Service Experience 2016

Voziq CEO Vasu Speech at Customer Service Experience 2016Our Founder & CEO Dr. Vasudeva Akula, who was representing VOZIQ at the conference, was fascinated by visitors’ interest in predictive text analytics and about its potential in analyzing unstructured data. Here is what he has to say about his experience at the event:

“We participated at the Customer Service Experience conference for the first time and were delighted to see a very good response from visitors. As part of an exclusive promotion, we offered $25,000 worth of Predictive Text Analytics totally free to the attendees of the conference. It was really great to see many attendees accepting our promotional offer and sharing their positive feedback about the solution. Besides this, it was great interacting with top customer experience professionals and showcasing before them the capabilities of our award-winning predictive text analytics solution. The organizers have done a great job and we would be glad to be part of the next edition.”

Voziq CEO Vasu Speech at Customer Service Experience 2016

Speaking opportunity at SpeechTEK 2016

On May 24th, VOZIQ Director Sunil Issar spoke at the SpeechTEK 2016 about how to improve IVR self-service by analyzing unstructured call center data and combining it with IVR logs, customer profiles and billing data. Sunil’s talk was met with a good response from delegates who flocked to the room to understand more about IVR optimization. The speech was then followed by a discussion about the potential of adding unstructured data to the call center data mix. Be sure to take a look at Sunil’s presentation at the event.

VOZIQ Director Sunil Issar speaking at the SpeechTEK 2016

 

Missed our Free Trial offer at the conference? Here is your chance to see VOZIQ solutions in action.

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5 Must Attend Talks at the Customer Service Experience Conference

The Customer Service Experience (CSE) 2016 conference is one of the most popular events attended by global business leaders and organizations seeking to improve their customer experience and gain a competitive edge. The conference has made its place in NGDATA’s 50 leading customer experience conferences and events to attend in 2016.

Scheduled from May 23 – 25, 2016 at Omni Shoreham Washington DC, the Customer Service Experience conference will see top decisions-makers, influencers, media persons and vendors come together to share insight on customer service experience.

Meet Us at the Customer Service Experience Conference and Get an Exciting Offer

Visit Customer Service Experience to…  

  • Retain your best agents 
  • Improve agent empathy 
  • Minimize customer effort 
  • Leverage knowledge management to reshape customer service 
  • Benefit from social and mobile support strategies 

We are offering complimentary Discovery Passes and exciting discounts on conference registrations. Head to this page to claim the discount code for yourself or your team members.

Here is a list of must attend talks at Customer Service Experience 2016 that you shouldn’t miss:

Delivering World-Class Customer Service: Lessons from the Mouse 

Speaker: Dennis Snow, President, Snow & Associates, Inc. Former member of the leadership team at Walt Disney World Co.

This keynote will highlight how delivering world-class service requires careful orchestration of the entire customer experience.

Agents of Change: How Investing in Agents Improves the Customer Experience

Speakers:

  • Dustin Laun, ctr, Senior Advisor, Innovation & Technology, Federal Communications Commission (FCC) co-founder & CEO Mobotour.com
  • Ian Jacobs, Senior Analyst, Forrester Research

This session will discuss how improving the agent experience is a critical step for organizations hoping to improve customer satisfaction and Net Promoter Scores.

How to Engage and Retain Talented Agents

Speaker: Jeff Toister, President, Toister Performance Solutions, Inc.

This session will reveal how to become a customer service super hero who can ward off disengagement once and for all.

Improving IVR Self-Service Using Speech Analytics

Speaker: Dr. Sunil Issar, Director, VOZIQ

Attend this session on 24 May (Tuesday, 8:00 a.m. – 8:45 a.m.) at SpeechTek 2016, to find out which tools and techniques the attendees use, and how these tools and techniques help understand caller intent and improve caller experience. SpeechTEK 2016 is co-located with Customer Service Experience and CRM Evolution.

Tips to Effectively Empower Agents

Moderator: Esteban Kolsky, Founder and President, ThinkJar

Speakers: 

  • Samantha Ettus, Balance Expert, Best Selling Author, Forbes Contributor
  • Derrick Ricca, Senior Sales Manager, Greenleaf Hospitality
  • Mark Landiak, President & Founder, Corporate Dynamics, Inc.

This panel will reveal the best lessons learned from industry practitioners who have successfully undertaken initiatives on agent empowerment and engagement.

VOZIQ at CSE conference 

VOZIQ is a Gold Sponsor of this year’s Customer Service Experience conference and a corporate sponsor of the CRM Evolution Conference.

VOZIQ turns contact centers into strategic customer intelligence hubs by applying predictive algorithms and text analytics to customer interaction data, and operationalizing that intelligence to improve customer experience.

Visit our Booth No. 313 to meet our team and claim a free trial of our award-winning customer experience analytics solution.

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VOZIQ Proud to be a Gold Sponsor of Customer Service Experience 2016

The Customer Service Experience (CSE) conference is a sought after event for businesses and organizations seeking to improve their customer experience and gain a competitive edge. The conference has made its place in NGDATA’s 50 leading customer experience conferences and events to attend in 2016.

VOZIQ Proud to be a Gold Sponsor of Customer Service Experience 2016

To be held from May 23 – 25, 2016 at Omni Shoreham Washington DC, the CSE conference will be attended by top decisions-makers, influencers, media persons and vendors. Now in its fifth year, the conference will feature workshops, speakers and panels, and focus on how an organization can improve customer experience.

We are offering complimentary Discovery Passes and exciting discounts on conference registrations. Head to this page to claim the discount code for yourself or your team members.

Stop by VOZIQ’s Booth 313 in the expo!

VOZIQ is proud to be a Gold Sponsor of this year’s Customer Service Experience conference and a corporate sponsor of the CRM Evolution Conference. Visit Booth #313 to meet our team and claim a free trial of our award-winning customer experience analytics solution.

Dr. Issar will be speaking at SpeechTek 2016

Don’t miss VOZIQ Director Sunil Issar’s talk at SpeechTek 2016Improving IVR Self-Service Using Speech Analytics, on 24 May (Tuesday, 8:00 a.m. – 8:45 a.m.). Attend the session to learn about the potential of speech analytics in improving IVR. SpeechTEK 2016 is co-located with Customer Service Experience and CRM Evolution.

VOZIQ turns contact centers into strategic customer intelligence hubs by applying predictive algorithms and text analytics to customer interaction data, and operationalizing that intelligence to improve customer experience.

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VOZIQ Text Analytics Featured in DMG Consulting Report 2015

VOZIQ Featured in Customer Journey Analytics Product and Market Report

DMG Consulting released a report on the customer journey analytics industry for the year 2015-16. They have featured VOZIQ as a new entrant in the market and have included an overview of VOZIQ’s Text Analytics Solutions for Contact Centers.

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications (UC), contact centers, back-office, and real-time analytics.

Buy the Customer Journey Analytics Product and Market 2015-16 report here, or read an abstract.

Low BI User Adoption

Why is the BI User Adoption Low?

Jumping on to the bandwagon simply because everyone else is doing that is the worst mistake anyone can ever make. This is especially true in the case of adoption of BI software. Technology is useless without relevant business objectives guiding its application.

Dr. Vasudeva Akula, CEO of VOZIQ, points out the cardinal mistake that affects BI user adoption badly:

“Most of the time the decision-makers in a business commit the cardinal mistake regarding BI: They let the capabilities of the BI software drive the whole BI program instead of expecting the BI software to assist them in achieve their own business objectives,” explains Dr. Vasudeva Akula, CEO of VOZIQ, “this leads to a situation where the teams start chasing KPIs which do not translate into real gains for the business. Ultimately, this leads to hype at the start of the program and lack of real adoption 6 months to a year after the launch as users realize it’s not helping them in driving better decisions.”

Low BI User Adoption

So, what you can do about the low BI user adoption?

Decision-makers need to start with clear identification and definition of the main business objectives. These objectives should always remain central to the entire analytics process. They should be the guiding points leading all the analytical output in productive basket with strategic solutions. The BI software needs to fit into the framework of specific business targets. Only then, a business would be able to leverage full advantage of the innumerable opportunities analytics capabilities have to offer.

Read the full post – 7 practical ways to improve BI user adoption.