Contact Centers process thousands of calls, emails, and online chat sessions with customers each day. These interactions hold a wealth of valuable business insights, such as what customers like and dislike about the company’s products and services, what they need and want, and what dissatisfies them, their intent, and sentiment— insights that impact companies’ key performance metrics and, ultimately, the bottom line. Interaction Analytics is a cross-channel analytics platform that enables cutting-edge companies to transform the valuable, yet hidden, information in customer interactions into business results.
Gone are the days when contact centers communicated with customers solely by phone. Today, the proliferation of interaction channel,s such as email, chat, and social media creates new Customer Dynamics. It also delivers new sources of insights and opportunities to create a positive impact on customers and the company’s bottom line.
Interaction Analytics cross-channel analytics platform uses powerful patented algorithms to analyze speech, call flow, email and online chat conversations, customer surveys and agents’ desktop activity, to construct a unified view of the customer interactions taking place across the organization’s diverse communication channels and uncover the insights hidden within them. Leveraging these insights, companies can streamline operations, define and create a differentiating customer experience, and improve revenue growth.
Each targets specific business challenges:
First contact resolution is one of the most important key performance indicators for contact centers. Unresolved issues lead to repeat contacts, which raise costs, slow operations, and dissatisfy customers. Contact centers use First Contact Resolution, measures the rate at which customer issues are resolved during the first contact and identify why others result in repeat contacts. By analyzing this data, you can take real-time action to increase first contact resolution, improve operational efficiency, and increase customer satisfaction.
Average handle time is also a key performance indicator for contact centers. Optimizing the metric means balancing quality and customer experience with the costs associated with agents’ time. Companies use Handle Time Optimization, to understand what drives high average handle time and then take action in real time to mitigate it— all while preserving quality and customer service.
Customer churn has a significant impact on a company’s long-term revenue. To stem customer defections, service providers must be able to proactively predict which customers are at risk to churn. By using Churn Reduction, service providers can predict customer churn before it occurs. They can then leverage these insights and take action in real time in order to improve customer satisfaction and increase customer retention.
A large proportion of today’s consumers carry a large amount of debt and little means to repay it. Consequently, many companies are having difficulty collecting debts, which directly impacts their bottom line. Collections Effectiveness, provides collection organizations with a powerful solution that leverages their customer interactions to increase collections effectiveness while reducing compliance-related risks.
Any time a customer contacts your company, there is an opportunity to make a sale. Customer service interactions can be a great time to promote products and services if your contact center agents can identify openings to present and sell new offers. Use Sales Effectiveness, to help agents successfully spot, and close, sales opportunities in real time and improve the sales effectiveness of your contact center.
Customer interactions can provide great insight into the effectiveness of marketing campaigns. With Marketing Effectiveness, your contact center can assess customers’ reactions to marketing efforts and their attitudes toward competitors. Armed with insight, your marketing managers can take real-time action to optimize marketing campaigns.