With your customer at the heart of our solution and technology as its back bone, we offer insightful analysis by integrating data across various customer touchpoints.
Customer Sentiment Analysis – Analyse customer interaction data to discover what is on your customer’s mind. Discover customer sentiments in their everyday interactions with your company and convert that into actionable analytics.
Customer Effort – Find out what your customers DO for you. Identify onerous processes that your customers may not like so much. Resolve and provide a delightful experience.
Net Promoter Score – Use predictive modelling to categorise Detractors, Passives and Promoters based on everyday customer interactions.
Customer Touchpoint Map – Create a timeline of customers’ interaction across multiple channels and identify trends
Customer interaction speech data can be converted to text and analysed for
Speaker Diarization – Assess customer and agent conversation separately.
Trending Topics – Identify hot topics that your customers are discussing on a periodic basis. A good starting point in understanding customer satisfaction issues.
Emotion Detection – Detect and flag calls with intense conversations.
Cross talk and No talk time analysis – Cross talk often indicates confusion, altercation or customer dissatisfaction. Analyse and identify such calls and take actions at the right time.
Root Cause Analysis – Capture and resolve trending issues discussed by customers before they snowball and hurt customer experience.
Agent Scorecard – Track and enhance agent performance through well- designed scorecards.
Compliance & Audit – Integrate compliance and audit process to proactively identify & minimize risk
1. Natural and intuitive conversational experience for users
2. Use human-like voices to communicate with the users in real time
3. Capture important entities