Retailers, meet your new best friend: the contact centre
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ensures that every interaction is captured in one central database.
Transform complex conversations into usable data
In their native form, contact conversations are unstructured and extremely complex. They’re full of meaning, but messy and extremely varied in terms of syntax and structure. But advanced analytics solutions use sophisticated technologies, such as phonetics and speech-to-text applications, to turn these unstructured conversations into orderly data. This is a critical step in unlocking the true voice-of-the-customer—putting these voices in a format that’s ready to be devoured by data analytics tools. This includes the ability to understand the
subtleties of context and tone, and hone in on the true intentions and sentiments of the caller. By distilling the true voice of every customer and the meaning of every call, intelligent analytics enable brands to finally see the patterns, trends, challenges and opportunities that emerge in the big picture.
Leveraging advanced analytics to drive business value across the enterprise
“A comprehensive contact centre analytics solution delivers value well beyond the contact centre.”
A comprehensive contact centre analytics solution delivers value well beyond the contact centre. Users in a wide range of roles can easily leverage the intelligent analytics and intuitive interface to extract valuable VOC insights to proactively drive toward business objectives.
Understand the customer to accelerate sales
from a voice call, to email, to online chat. An advanced contact centre analytics solution should easily integrate with various customer communication platforms (call centre systems, email clients, social media platforms, etc.). This enables the brand to take a best-of- breed approach to selecting communication technologies, allows the enterprise to deliver on customers’ expectations to interact with an organisation how and where they wish, and
The same trends in customer interaction data help marketing and sales managers create in- depth customer profiles, highlighting lifestyle, needs, pain points and more, as well as how a brand or product fits within customers’ lives. This enables better sales training, helps sales representatives identify opportunities for cross-selling and upselling, and helps them connect with the customer to effectively close the sale.
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