Creating Invaluable Insights

For Contact Centres

Delivering Contact Centre Insights through Interaction Analytics

We enable you to unlock and leverage the wealth of insights that are contained within every conversation and interaction that you have with your customers.

Our comprehensive interaction analytics enables you to analyse your contact centre operation from every perspective; to understand trends in terms of customer needs, customer preferences and customer satisfaction, as well as channel and agent performance.

We then allow you to drill down on the detail to identify the factors and root causes behind the trends and make informed steps to improve processes, agent performance and the customer experience.

SmartExperience For Contact Centre Insights

We make the recordings of your customer interactions accessible by ensuring they are comprehensively tagged with meta-data allowing you to find what you are looking for. By linking interactions by agent, customer or transactions enables you to quickly retrieve the appropriate recordings and gain the holistic perspective to be able to resolve queries and disputes quickly.

Our interaction analytics enables you to drill down into every conversation, whether they be voice or text-based. By utilising our powerful key word proximity and key phrase spotting you are able to gain insights not only on what was said, but the sentiment of the conversation. This allows you to identify key trends in customer satisfaction, customer needs and changing preferences.

By allowing you to drill down on the detail provides you with the actionable insights you need to drive change and continuous improvement. We can identify trends within trends and enable you to pinpoint root causes and understand what action can be taken to respond to challenges and capitalise on potential opportunities.

KEY FEATURES:

  • Interaction Tagging & Linking
  • Search & Holistic Replay
  • Speech & Text Analytics
  • Keyword Spotting
  • Key Phrase Proximity
  • Trends Analysis
  • Root Cause Analysis

KEY FEATURES:

  • Interaction Tagging & Linking
  • Search & Holistic Replay
  • Speech & Text Analytics
  • Keyword Spotting
  • Key Phrase Proximity
  • Trends Analysis
  • Root Cause Analysis
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Contact Centre Best Practice Guide

Take a look at our Best Practice Guide focused on how you ensure that every conversation with your customers is consistent, compliant and delivers the best possible experience.

We explore the key challenges and outline what solutions can be utilised to deliver on your goals and required outcomes.

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The Benefits Delivered

Liquid Voice SmartExperience provides you with the power of interaction analytics to deliver invaluable benefits of insights into your operation, your customers and your agents.

Optimising Agent Performance – by comparing agent performance across your team and understanding the traits and practices of your top performers to focus team coaching and development.

Operational Efficiency – by truly understanding the needs and channel preferences of your customers and adapting your operation to meet these needs in the most efficient and effective manner.

Increasing Customer Loyalty – through better understanding your customers and the ability to spot indicators of potential churn and action workflow to quickly address these.

Informing Future Direction – by gaining valuable insights into changing customer preferences, behaviour and competitive threats and being able to identify areas for change and opportunities to explore.

Let’s Discuss How We Can Help

There are endless possibilities for the insights that can be gained from your recorded customer interactions and our experience in this area ideally positions us to help you.

We would love to share with you what is possible and explore how interaction analytics and insights can deliver value to your contact centre operation.

Simply complete the form and one of our team will reach out to you.