Contact Center Experience
Deliver the best experiences for customers and agents. Continuously learn from every customer interaction to optimise processes, reduce operational costs, and improve Customer and Employee Experience.
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On this Page: Improve Performance | AI-Speech & Text Analytics
On This Page:
| Improve Performance
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AI-Speech & Text Analytics
Customer expectations have changed.
Managing the Contact Center and Customer Service is becoming increasingly complex. Despite having a large amount of data and analysis, it is often difficult to quickly identify the true causes of issues and determine corrective actions to address them. A minor problem can have a significant impact on critical business metrics and the performance of Customer Service and Contact Centers. Therefore, in addition to cost and with the goal of improving customer relationships, effective governance must constantly monitor Customer Experience and Employee Experience in Operations.
Customer expectations have changed.
Managing the Contact Center and Customer Service is becoming increasingly complex. Despite having a large amount of data and analysis, it is often difficult to quickly identify the true causes of issues and determine corrective actions to address them. A minor problem can have a significant impact on critical business metrics and the performance of Customer Service and Contact Centers. Therefore, in addition to cost and with the goal of improving customer relationships, effective governance must constantly monitor Customer Experience and Employee Experience in Operations.
We help companies transform Contact Centers into an "Experience Center" to make it a real business opportunity. We utilise the best technology, involve People, optimise Processes, and improve Performance to achieve better CX with a significant competitive advantage.
Get a Comprehensive View
with AI-Speech & Text Analytics
Every call can be a source of valuable insights that you can enrich by correlating them with
data from other sources to trigger real-time improvement actions.
Get a Comprehensive View with AI-Speech & Text Analytics
Every call can be a source of valuable insights that you can enrich by correlating them with
data from other sources to trigger real-time improvement actions.
Accurate Transcriptions
Harness voice insights at scale for high-quality information and identify necessary operational improvements.
Combine voice insights
with data from
other sources
Enriched Voice Analytics
Capture information and insights from every call: talk time, silence, overtalk, as well as agent and customer emotions and sentiment.
Speech-to-Text
Analyse every voice and non-voice interaction to uncover issues and opportunities across all customer interactions.
The Benefits
With a Speech & Text Analysis solution, you can automatically transcribe and analyse every call. This allows you to evaluate operational impact, improve processes, and better train your agents. Guide contact Center agents with insights from each call. Discover the reasons for contact, customer effort, churn risk, and listen to their suggestions.
Watch the video...
Combine voice insights with data from other sources
Accurate Transcriptions
Harness voice insights at scale for high-quality information and identify necessary operational improvements.
Enriched Voice Analytics
Capture information and insights from every call: talk time, silence, overtalk, as well as agent and customer emotions and sentiment.
Speech-to-Text
Analyse every voice and non-voice interaction to uncover issues and opportunities across all customer interactions.
The Benefits
With a Speech & Text Analysis solution, you can automatically transcribe and analyse every call. This allows you to evaluate operational impact, improve processes, and better train your agents. Guide contact Center agents with insights from each call. Discover the reasons for contact, customer effort, churn risk, and listen to their suggestions.
Watch the video...
Read also: Customer Experience | Digital Experience | Employee Experience
Are you ready for the CX (R)Evolution?
We are here to guide you towards Customer Experience and VoC Management strategies and programs that can help your organization deliver extraordinary customer and employee experiences that positively impact business results and be more competitive than ever before.
Customer Experience is increasingly a strategic business driver, the #1 Priority for companies that want to create successful experiences. We make our resources available to you, we share best practices and proven approaches, together with innovative AI technology, to implement any CX-EX and VoC Management program and manage the CX (R)Evolution.
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Our Consulting & Solutions Provider offer covers the entire framework of CX-EX & VoC Management and Customer Interaction.Consulting & Services
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Contact Center Experience Solutions
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