Sentiment analysis – unravelling the mystery

What is it? In their September 2019 article, Nexidia defined sentiment analysis as a “branch of speech analytics that focuses specifically on assessing the emotional states displayed in a conversation.” Cloud computing has made sentiment analysis available for a much lower price, so interest in it has increased greatly. Customers usually make decisions based on […]

Contact Centres and the Insurance Industry

Evolution In his recent article, Tony Iero describes how insurance companies have been using contact centres since the late 1970s. Originally, they only operated during office hours and were intended to supplement brokers and insurance agents by allowing policyholders to ask questions over the phone, make changes to an existing policy or to file a […]

Omningage Connect and Chatbots – doing more with a lot less

Chatbots – origins and explanations Technology has always driven the contact centre industry. Contact centres allowed customers to contact companies from their own homes or offices without having to visit local branches. More recently, the development of the internet led to digitization and alternative communication channels. Webchat allowed customers to enjoy the instant response of […]