Multi-dimensional text analytics on unified contact center customer data to understand caller intent
Natural language processing to understand the exact customer sentiment from unstructured customer interactions
Use Cases
Drive Loyalty and Incremental Purchases
Reveal customer sentiment
Drive CSAT and NPS
Design data-driven strategies to improve CSAT and correlate multiple KPIs to drive NPS
Identify top dissatisfaction drivers
Automated root cause analysis to identify top categories that drive customer dissatisfaction
Boost customer lifetime value
Proactively offer personalized interactions, offers, and solutions to your customers
Predict and Reduce Customer Churn
Reveal top drivers of cancellation
Analyze unstructured interactions to reveal the top call categories that are driving cancellations
IVR integration
Integrate churn scores with IVR and route calls from at-risk customers to specially skilled agents
Predict churn risk for customers
Predict churn score for every customer by using sentiment from agent notes, call reasons, and surveys
Proactive customer retention
Churn propensity-based proactive customer contact, loyalty and recovery programs
Improve Operational Efficiency and Reduce Costs
Reveal categories driving repeat calls
Identify top call categories that drive repeat calls by applying text analytics on agent notes
Optimize performance and processes
Identify top opportunities to optimize processes, IVR design, and agent performance
Understand root causes of repeat calls
Automated root cause analysis to understand why FCR is low for specific call categories
Reduce cost to serve the customers
Identify top automation opportunities with unified analytics of agent notes, IVR logs, and call center data
Understand Context of a Call
Identify caller intent
Uncover the context of a call
Sequence interactions to understand what happened before and after a call for every interaction
Correlate interactions with triggers
Correlate every contact center interaction or transaction with the root causes which could have triggered that event
Identify customer lifecycle stage
Map customer journey events such as transactions and interactions to reveal life cycle stage of a customer
Grow Business
Offer consistent omni-channel customer experience
Use contact center data to identify customer pain points and gaps in services and processes across the customer journey
Review competitive landscape
Review competitor mentions in the call center data and set competitor benchmarks. Leverage this information for future growth strategies
Improve customer engagement
Segment customers based on various parameters and create targeted engagement, marketing, and service strategies
Create a customer experience aware business
Remove customer blind spots, identify cross-functional collaboration opportunities, and put customer at the center of your business
Found your use case but want to see the results before you commit?
Request a proof of concept (PoC) to see how VOZIQ’s powerful predictive text analytics addresses your key contact center challenges. VOZIQ’s data scientists will work with you to create a proof of concept for your specific use case.
VOZIQ’s obligation-free proof of concept will enable you to –
- Leverage latent unstructured data within contact centers
- Create strategic intelligence about customer experience and key contact center KPIs
- Understand the root causes of dissatisfaction, churn, repeat calls, call transfers, and higher cost-to-serve
Request a POC
Maximize the value of speech analytics
VOZIQ ingests speech analytics intelligence as an input data source and complements the analytics
Gain broader CX insights
Unify every customer data source within contact center – not just speech – to gain deep customer experience insights
Power of Predictive Text Analytics
With VOZIQ’s Predictive Text Analytics, diagnose customer experience issues and predict its impact on business
Leverage human interpreted CX data
Leverage post-call agent notes, the largest sample of human interpreted CX data, to understand each and every customer
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Have a specific use case in mind?
VOZIQ's predictive text analytics easily scales up to serve many more use cases related to customer value, customer service experience, and customer service efficiency.
Need some ideas? We have compiled 40 use cases of VOZIQ's Text Analytics for Customer Value Leaders.
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