Know your customers’ needs—before they’re spoken. Anticipate customer needs. Resolve issues faster. Deliver more personalized interactions with predictive analytics tools.
Deliver omnichannel experiences. Connect advanced speech analytics and text analytics tools across every channel. Drive consistent, omnichannel customer experiences.
Evaluate in near real-time. Create a timely feedback loop. Give agents the personalized coaching they crave. Use desktop analytics to discover where agents get hung up.
Improve agent performance. It’s simple. More engaged agents are better agents.
Increase operational efficiency. See the big-picture trends. Recognize your opportunities to streamline workflows. Extract insights that drive better, faster service.
Mitigate risk and drive compliance. Increase script adherence. Prevent litigation and fines. Take action before issues cost you.
Create a consistent brand experience. Align the contact center with brand initiatives. Deliver a consistent customer experience at every touch point.
Hone messaging and campaigns. Hear what’s working—and what isn’t—directly from your customers.
Build intelligent sales workflows. Capture every upsell and cross-sell opportunity. Create smart sales workflows to drive successful closing.
Create entirely new revenue streams. Listen to the voice of your customer. Identify and deliver on unmet needs. Deepen customer connections and drive new revenue.
See raw data transformed into rich business insights.
Learn how analytics can help uncover customers needs, identify factors causing negative experiences and reduce agent turnover.
Learn how advanced contact center analytics technology can unlock rich voice-of-the-customer (VOC) insights and drive business value.