Interaction Analytics

Delivering Valuable Insights Into Every Conversation, Event & Transaction

Speech and Text Analytics

We focus on providing our customers with market-leading interaction analytics that enables them to inspect every conversation, event and transaction.

By applying Interaction Analytics in real-time we are able to drive immediate action to alert on potential non-compliance, customer vulnerability or situations that require escalating. Through being able to analyse every interaction, regardless of the platform it was recorded on, we are able to deliver unique insights, spotting trends, issues and areas of opportunity.

Smart Voice & Data Analytics

At the heart of our analytics capability is the ability to transcribe both voice and video interactions. We leverage the market-leading natural language processing and neural network technology from Speechmatics to transcribe speech to text at the very highest level of accuracy.

We then use smart analytics to spot keywords, key phrases and also to analyse the proximity of these. This enables us to not only understand what was or was not said, but to also understand the sentiment of the conversation.

This powerful combination enables us to immediately assess the quality of service being delivered, validate compliance, identify potential indicators of customer vulnerability and flag customer satisfaction issues to the relevant people.

With the ability to apply our interaction analytics across all communication channels, including both voice and text, and to leverage rich tagging from data feeds and transactional systems, we are able to review the big picture.

We can spot trends in customer behaviour, the types of incidents you are dealing with or patterns in transactions. We can identify anomalies across transactions over time that individually would have been missed and connect areas of interest across multiple conversations or events, all of which deliver valuable insights into your operation.

KEY FEATURES:

  • Speech Analytics
  • Text Analytics
  • Trend Analysis
  • Compliance Analytics
  • Vulnerability Detection
  • Quality Management

KEY FEATURES:

  • Speech Analytics
  • Text Analytics
  • Trend Analysis
  • Compliance Analytics
  • Vulnerability Detection
  • Quality Management
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The Benefits of Liquid Voice Interaction Analytics

By applying Smart Interaction Analytics to the areas that are important to our customers, we are able to deliver significant benefits.

Reduce Risk – with the ability to analyse every single interaction and ensure that it complies to your compliance obligations and best practices.

Reduce Churn – by being able to spot individual indicators of customer satisfaction issues and flagging these, as well as being able to identify trends in customer behaviour and preferences so you can better align your service to customer needs and expectations.

Expedite Action – by analysing interactions immediately and through process automation, being able to instantly alert those people that need to address issues with compliance, process or customer satisfaction.

Unlock Value – through being able to analyse the big picture and gain a holistic perspective of your operation to be able to spot trends, identify issues affecting your performance and potential opportunities that present value to your organisation.

Let’s Talk About What’s Possible

We would be more than happy to discuss what is possible with Interaction Analytics and how this solution can address specific requirements or opportunities within your organisation.

We would be more than happy to connect you with one of our team to explain what is possible and share how we have helped similar operations to yours.

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