Close Menu
TechCentralTechCentral

    Subscribe to the newsletter

    Get the best South African technology news and analysis delivered to your e-mail inbox every morning.

    Facebook X (Twitter) YouTube LinkedIn
    WhatsApp Facebook X (Twitter) LinkedIn YouTube
    TechCentralTechCentral
    • News

      World Bank set to back South Africa’s big energy grid roll-out

      20 June 2025

      The algorithm will sing now: why musicians should be worried about AI

      20 June 2025

      Sita hits back at critics, promises faster, automated procurement

      20 June 2025

      The transatlantic race to create the first television

      20 June 2025

      Listed: All the MVNOs in South Africa – 2025 edition

      19 June 2025
    • World

      Watch | Starship rocket explodes in setback to Musk’s Mars mission

      19 June 2025

      Trump Mobile dials into politics, profit and patriarchy

      17 June 2025

      Samsung plots health data hub to link users and doctors in real time

      17 June 2025

      Beijing’s chip champions blacklisted by Taiwan

      16 June 2025

      China is behind in AI chips – but for how much longer?

      13 June 2025
    • In-depth

      Meta bets $72-billion on AI – and investors love it

      17 June 2025

      MultiChoice may unbundle SuperSport from DStv

      12 June 2025

      Grok promised bias-free chat. Then came the edits

      2 June 2025

      Digital fortress: We go inside JB5, Teraco’s giant new AI-ready data centre

      30 May 2025

      Sam Altman and Jony Ive’s big bet to out-Apple Apple

      22 May 2025
    • TCS

      TCS+ | AfriGIS’s Helen Hulett on how tech can help resolve South Africa’s water crisis

      18 June 2025

      TechCentral Nexus S0E2: South Africa’s digital battlefield

      16 June 2025

      TechCentral Nexus S0E1: Starlink, BEE and a new leader at Vodacom

      8 June 2025

      TCS+ | The future of mobile money, with MTN’s Kagiso Mothibi

      6 June 2025

      TCS+ | AI is more than hype: Workday execs unpack real human impact

      4 June 2025
    • Opinion

      South Africa pioneered drone laws a decade ago – now it must catch up

      17 June 2025

      AI and the future of ICT distribution

      16 June 2025

      Singapore soared – why can’t we? Lessons South Africa refuses to learn

      13 June 2025

      Beyond the box: why IT distribution depends on real partnerships

      2 June 2025

      South Africa’s next crisis? Being offline in an AI-driven world

      2 June 2025
    • Company Hubs
      • Africa Data Centres
      • AfriGIS
      • Altron Digital Business
      • Altron Document Solutions
      • Altron Group
      • Arctic Wolf
      • AvertITD
      • Braintree
      • CallMiner
      • CYBER1 Solutions
      • Digicloud Africa
      • Digimune
      • Domains.co.za
      • ESET
      • Euphoria Telecom
      • Incredible Business
      • iONLINE
      • Iris Network Systems
      • LSD Open
      • NEC XON
      • Network Platforms
      • Next DLP
      • Ovations
      • Paracon
      • Paratus
      • Q-KON
      • SevenC
      • SkyWire
      • Solid8 Technologies
      • Telit Cinterion
      • Tenable
      • Vertiv
      • Videri Digital
      • Wipro
      • Workday
    • Sections
      • AI and machine learning
      • Banking
      • Broadcasting and Media
      • Cloud services
      • Contact centres and CX
      • Cryptocurrencies
      • Education and skills
      • Electronics and hardware
      • Energy and sustainability
      • Enterprise software
      • Fintech
      • Information security
      • Internet and connectivity
      • Internet of Things
      • Investment
      • IT services
      • Lifestyle
      • Motoring
      • Public sector
      • Retail and e-commerce
      • Science
      • SMEs and start-ups
      • Social media
      • Talent and leadership
      • Telecoms
    • Events
    • Advertise
    TechCentralTechCentral
    Home » Company News » Forrester study highlights value of customer intelligence

    Forrester study highlights value of customer intelligence

    By CallMiner8 June 2021
    Twitter LinkedIn Facebook WhatsApp Email Telegram Copy Link
    News Alerts
    WhatsApp

    Customer service representatives (CSRs) address organisations’ toughest customer issues. Chatbots and interactive voice response (IVR) can handle simpler tasks and issues, but customers often seek human intervention when the problem is more complex. Yet your contact centre may struggle to deliver excellent experiences under these complex and high-pressure situations.

    Customer intelligence tools can help your business improve the outcome of these interactions and experiences and empower representatives to be more confident and efficient in handling these high-pressure situations.

    But to fully grasp the benefits of customer intelligence within the contact centre, you first need to understand what customer intelligence is.

    What is customer intelligence?

    Customer intelligence is the process of collecting large amounts of customer data and analysing it to develop the most effective ways to interact with customers. The intelligence that’s uncovered often reveals a deeper understanding of the voice of the customer to help build more meaningful relationships. Basically, customer intelligence is insights gleaned from vast amounts of customer conversations, across a range of channels, that are used to improve customer experience (CX), build customer loyalty and increase retention.

    At CallMiner, customer intelligence is at the heart of everything we offer. Our platform leverages artificial intelligence (AI) and machine learning to analyse every customer interaction across all channels at scale. This analysis provides actionable insights to improve the customer journey, contact centre performance and even business decisions across the enterprise.

    We recently commissioned a study from Forrester Consulting to examine the latest trends in customer intelligence.

    The study, The New Contact Centre Empowers Its People with Customer Intelligence, explores how contact centre leaders are increasingly leveraging customer intelligence tools to help prioritise the experiences of customer service representatives to improve CX. In fact, the study shows that nearly two-thirds (65%) of respondents have increased their focus on improving the CSR experience by adopting AI and automation technologies to empower representatives to better serve customer needs.

    Download a copy to find out more

    • This promoted content was paid for by the party concerned


    CallMiner
    Subscribe to TechCentral Subscribe to TechCentral
    Share. Facebook Twitter LinkedIn WhatsApp Telegram Email Copy Link
    Previous Article‘Irrational and unlawful’: Public Protector roasted over Usaasa report
    Next Article Herotel has a competitive lead with SA’s first commercial SR network

    Related Posts

    Elevating customer experience – the strategic role of AI

    26 May 2025

    CallMiner Outreach revolutionises CX with AI-powered customer feedback

    19 March 2025

    How the tech sector will tap AI to drive CX efficiency in 2025

    5 February 2025
    Company News

    Making IT happen: how Trade Link gears up to enable SA retail strategies

    20 June 2025

    Why parents choose CambriLearn for online education

    19 June 2025

    Disrupt first, ask questions later – the uncomfortable truth about incident response

    18 June 2025
    Opinion

    South Africa pioneered drone laws a decade ago – now it must catch up

    17 June 2025

    AI and the future of ICT distribution

    16 June 2025

    Singapore soared – why can’t we? Lessons South Africa refuses to learn

    13 June 2025

    Subscribe to Updates

    Get the best South African technology news and analysis delivered to your e-mail inbox every morning.

    © 2009 - 2025 NewsCentral Media

    Type above and press Enter to search. Press Esc to cancel.