Multichannel Analytics for Content, Workforce Optimization & Customer Experience Management
Our multichannel analytics solution aggregates big data from various channels and sources for comprehensive analysis to provide actionable business intelligence from a single source for informed decision making and improvement across the enterprise.
Multichannel analytics enables management and employees to make data-driven decisions through the automated analysis of what they expect to find and the discovery of what is unexpected from otherwise untapped multimedia data and content.
Convert big data into speaker-separated, structured text documents. The result is data/media that is easy to access, read, distribute and it uses far less storage space.
Transcriptions and other structured documents are automatically categorized and clustered based on their topics, relevancy and patterns.
Big Data Management
Content Conversion/Unification, Storage and Retrieval Optimization
Enterprise Content Management
Classification & Topical Categorization, NER, Compliance Management
Automate analysis of 100% of recorded voice interactions/structured data. to score performance and adherence against a QA template for fast and unbiased evaluations.
Analytics delivers automated compliance management for PCI/DSS and sensitive data. Automatically replace/redact discovered subjects in both the text and original content files.
Analysis can identify repeat calls and their root causes to help resolve call management issues.
Analytics-Driven, Automated QA for 100% of Interactions
Automated Compliance Management
Media Content Modifications, Redaction, PCI
Automated Repeat Call Detection
Confirm what you expect to find but also discover what you don't know about your interactions, customers' expectations and their satisfaction with your processes and business.
Audio quality can be analyzed to detect and troubleshoot static, noise and poor connections associated with remote environments.
Multichannel analytics detects sentiment, intent, behavior and trends across speech and text interactions based on numerous indicators.
Customer Experience Management
Supervised or Unsupervised
Sentiment, Intent & Situation Discovery
Sentiment & Intent Analysis, VoC, Connection Quality, Voice Authentication/Identification
Trend & Predictive Analysis
Customer Experience Analytics & Tracking
CES, NPS, CSAT, FCR
Multichannel Analytics Solutions Overview
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