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Conversational Analytics: The Secret to Quality Customer Service - Sestek - ContactCenterWorld.com Blog

Conversational Analytics: The Secret to Quality Customer Service

Poor customer service costs businesses about $75 billion annually. Given this tremendous loss, having poor customer service is not something you can ignore. To avoid ending up with a service your customers are unhappy with, you need to understand and answer their expectations effectively. And you can do this by listening to your customers, in other words, monitoring and analyzing their conversations.

Analyzing Customer Interactions

Customer interactions across different service channels include invaluable insights about customer behavior, the latest trends, and business productivity. To unveil these insights, you need to apply in-depth data mining methods, and thankfully, with today’s conversational analytics technologies, you can do that easily.
Conversational analytics, also called conversational intelligence, converts natural language conversations into a machine-readable format and extracts data from them. Using artificial intelligence and machine learning technologies, conversational analytics collects, analyzes, and makes sense of interaction data from multi-channels.

The heart of customer conversations: Voice Interactions

According to McKinsey, live voice interactions through a call center are crucial in providing high-quality customer service in a digital age. Therefore, analyzing call center interactions which can be defined as call center analytics, becomes more critical in evaluating the customer experience.
Call center analytics gives essential details about customer service through collecting, measuring, and reporting performance metrics within a contact center. To track call data, evaluate agent performance, and determine service quality, call center analytics uses the following criteria:

  • Average call abandonment rate
  • Percentage of blocked calls
  • Average waiting time
  • Average response speed
  • Average call time
  • Resolution of the request at the first call

It evaluates elements that directly impact the customer journey and gives businesses essential details about customer satisfaction, probability of customer loss, agent performance, campaign efficiency, etc.

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What to look for when selecting an analytics solution?

Using analytics tools to uncover hidden insights in call center interactions is key to ensuring high-quality customer service. But not all analytics tools are created equally. To get the most out of this technology, there are some key features to look for:

  • High speech recognition accuracy for automatic monitoring and identification of script adherence, acoustic indicators, and sentimental features
  • Easy-to-use statistical comparison tool for instant identification of the granular differences between top-performing agents and others
  • Real-time sentiment analysis, real-time notifications to supervisors, and real-time triggers for API actions
  • Fast response times and query results
  • Intuitive solution supporting multi-tenancy for different teams, business units, and operation
  • A simple interface where users can enjoy visual query design without any coding requirement

Why is Knovvu Analytics the answer?

Knovvu Analytics collects 100% customer interaction data and transforms it into actionable business intelligence. By applying advanced data mining and quality management technologies, Knovvu Analytics helps decision-makers objectively evaluate business performance and make the right decisions to improve customer service.
Knovvu Analytics outperforms the competition with the following features:

  • Higher performance through faster response times and faster query results than the competition
  • Single solution supporting multi-tenancy for different teams, business units, and operations
  • Easy to use interface where users can create visual queries with no code
  • Objective analysis of script adherence, acoustic indicators, and sentimental features with AI-based quality management
  • Instant notifications on prohibited words, urgent customer inquiries, or regulatory issues with real-time analytics
  • Statistical comparison that identifies best-performing agents and reveals training needs for underperforming agents

Sounds like what you need?

If Knovvu Analytics sounds like what you need, fill out the form here. Our team will contact you soon to figure out how we can help.

 

Author: Sestek Marketing Team, Sestek

Source: https://www.sestek.com/2022/09/conversational-analytics-the-secret-to-quality-customer-service/

Publish Date: September 17, 2022


2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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