A typical customer interacts with your organization in many ways, using an ever-growing array of communication channels (up to six, on average) – email, online forms, chat, social media, phone calls, surveys and more. Each of these interactions can give us valuable insight into agent productivity, business performance, and customer loyalty.
For that to happen, waves of structured and unstructured information need to be collected, transformed into coherent data, and analysed.
Cutting edge analytics can extract the right information from structured and unstructured data, and deliver the right understanding – all in real time. This ensures organizations make the right decisions for following areas:
We help you to leverage analytics to get to the root cause of service issues with a single click, and automatically identify trending hot topics and key phrases in customer communications.