Interaction Analytics

Capturing omnichannel insights – every step of the way​

A typical customer interacts with your organization in many ways, using an ever-growing array of communication channels (up to six, on average) - email, online forms, chat, social media, phone calls, surveys and more. Each of these interactions can give us valuable insight into agent productivity, business performance, and customer loyalty.

For that to happen, waves of structured and unstructured information need to be collected, transformed into coherent data, and analyzed.

But how?

From millions of interactions to actionable business decisions​

With Nexidia Analytics and Customer Journey Solutions, millions of multi-channel voice and text interactions become the key to actionable business decisions. A full interaction analytics program can transform contact center operations, quality management, and ultimately the entire organization.

Improve operational efficiency and key performance metrics

Automatically analyze 100% of your customer interactions in order to drive business outcomes such as improved customer loyalty, better customer experiences, and improved overall customer satisfaction. Drive sales effectiveness, regulatory and behavioral compliance, and business process efficiency. Some analysis types that are especially useful for achieving these goals include:

• Average Handle Time (AHT) optimization
• Call Volume Reduction
• Hold Time/Non-Talk Time Reduction
• First Call Resolution (FCR) optimization

The resulting information from analyses such as these can be built into volume and trend reports to pinpoint areas that require further analysis, and workflows can be built to handle escalations and interactions needing review for quality monitoring.

Enhance customer​ experience and loyalty

• Discover the root causes of customer dissatisfaction by analyzing all of your customers' past and current activities
• Automatically identify trending hot topics and key phrases in customer communications
• Highlight customers who require immediate attention
• Gauge the emotional state of your customers through tell-tale variations in pitch or tone (sentiment analysis)
• Reveal patterns and preemptively prevent customer churn, repeat contacts, and failed sales efforts
• Use Predictive Behavioral Routing for more effective customer conversations.

Increase reven​​​ue and decrease risk

• Identify changing trends in customer behavior
• Improve cross-sell and up-sell performance
• Ensure compliance with industry regulations and corporate policies by making sure agents adhere to scripts​​​​

​Random sampling is out: analytics-driven quality management is in

Quality monitoring programs that use random sampling are ineffective at identifying what agents really need to improve in their interactions with customers, and ultimately lead to increased dissatisfaction and defection. Using 100% interaction analytics insights identifies where agent productivity or service techniques can improve, paving the way for managers to coach to each employee’s strengths and weaknesses. This makes it possible for the entire organization to focus on what matters most to the business. That means focusing every agent and customer service representative on the behaviors that define customer experience excellence.

Guide your agents

• Evaluate agents on the most relevant interactions, based on defined KPIs
• Address each agent's knowledge and skill gaps with focused evaluation and coaching
• Identify the most effective best practices - what works and why
• Analyze application usage for insights into typical behavior and processes
• Get automatic alerts for the most problematic interactions
• Guide your agents during customer interactions with next-best-action recommendations using Real-Time Speech Analyt​ics

Enhanced reporting, fine-tuned root-cause data, real-time guidance and targeted training help Quality Managers drive improvement in agent performance, increasing customer satisfaction, which in turn intensifies team engagement for even greater success – generating a powerful positive feedback loop.​