Traditional monitoring models are based on random sample selection mechanisms. This causes that the most of the interactions analyzed are average: they are standard.
Companies which are already in a state of high maturity level in their quality models, demand a greater value of the tracks. It is necessary to focus on those higher-value interactions. Companies need to extract the valuable information found in their interactions and, to accomplish this task, it is important to use different mechanisms and a technological support.
Interaction Analytics solutions include a set of elements which allow to have automated methods to analyze a large volume of interactions, generating information for decision-making and achieve business goals.
Interaction Analytics extracts the voice of the customer from multiple channels such as phone, email, chat and social networks. Nice solution combines phonetic indexing along with the transcription to obtain the best results in real time as in the analysis of the main causes later.
Some of the functionalities included in Analytics solution are:
Root Causes Analysis – It analyzes a set of calls to identify recurring customer key messages and concepts
Context Display - Based on root causes analysis, it is a display of the existing relation between concepts
Real Time Speech Analytics - The voice of the customer is analyzed in real time to enable decision-making at the very moment of the interaction
Emotion Detection - Emotions are identified from the audio analysis
Speaker Separation - Ability to analyze keywords on the customer’s side and/or agent
Talk Analysis – It is able to identify silences, overlapping, interruptions, etc.
Part Call Analysis – It allows the interaction to be broken down into discrete parts
Once the most valuable interactions are identified, IZO consultants perform a more consultative analysis of those interactions, to understand the causes and establish improvement actions to impact on the business.