VOZIQ’S CONTACT CENTER ANALYTICS SOLUTIONSYour contact center is the richest source of customer insights. Now use that power and turn customer interactions into meaningful conversations.

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VOZIQ’S CONTACT CENTER ANALYTICS SOLUTIONS

VOZIQ’s Contact Center Analytics is a suite of big data solutions turning contact centers from cost-control centers to strategic customer intelligence hubs. The solutions use millions of agent notes, already captured in contact centers at the end of calls, as a strategic data source for extracting customer sentiment using advanced text analytics. Additional sentiment sources like customer surveys are integrated into the same data set, along with transactional and demographic data from Billing & CRM systems for unified analytics. These data points are transformed into actionable insights across various segments such as call reason, customer segment, geography, product, and customer tenure, ultimately optimizing your contact center and business performance.

You experience this scenario daily: You’ve used all the time tested strategies and have implemented the ‘best practices’ but find yourself grappling with the most basic questions about customer needs and issues. We call this the Customer Experience Puzzle.

Basic questions like ‘How can I improve customer satisfaction score?’ or ‘How can I improve first call resolution rate?’ are only a part of this puzzle. The other part of the ‘Customer Experience Puzzle’ is tapping the richest trove of customer data you have in the contact center.

Throughout the customer journey the contact center is the go-to place for customer questions, feedback and complaints. Customers voice issues and concerns with your team. Your team documents these interactions, asks questions, and tries to address issues. This dynamic - unstructured customer interaction data, full of customer sentiment - is what companies fail to utilize to its potential. The failure is at contact center and the enterprise level. Insights from customer interactions is ‘the missing piece’ of the Customer Experience Puzzle.

THE MISSING PIECE: CUSTOMER INTERACTIONS

Deep Customer Intelligence for Business Growth

• Behaviors• Caller Intent• Discontent• Offers• Competitor Mentions• Problems• Repeat Issues• Resolution• Billing Issues• Customer Frustration

TRADITIONAL DATA SOURCES FOR SEGMENTATION ENRICHED, INTEGRATED

Remove CX Blind-Spots!

Customer Interactions

Customer Info

Product Info

Billing Info

Payments

OthersGeo/

Location

Account Info

Customer Tenure

Issue Categories Sentiments Root Causes Agent

PerformanceCaller Intent

BEHAVIORAL EVENTS FROM CUSTOMER INTERACTIONS (TEXT ANALYTICS)

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You’re already collecting customer information in the form of structured data fields, unstructured customer opinions and agent comments from millions of customer interactions. VOZIQ’s contact center analytics so-lutions ingests all your existing and new data, runs it through advanced big data analytics stack and returns immediate ROI – all from the existing data!

VOZIQ’S CONTACT CENTER ANALYTICS – TRANSFORM YOUR CONTACT CENTER

BREAKTHROUGH, CLOUD-BASED ANALYTICS• Deploy big data analytics stack to generate

actionable customer intelligence and improve the bottom-line

• Get benefits of cloud - scalability, agility & flexibility for Hadoop-scale big-data sizes

• Natural language processing (NLP) to analy-ze the unstructured textual data

• Huge library of industry-specific keywords, data visualizations, reports and easily cus-tomizable dashboards to drive actions

TRANSFORM CUSTOMER EXPERIENCE• Extract customer sentiments from unstruc-

tured customer interactions and add them to your survey samples

• Categorize customers based on their call reasons, transactions, demographics and key issues

• Automated root-cause analysis identifying top categories leading to customer dissatisfaction

• Build proactive customer success strategies by offering personalized interactions and solutions

PROACTIVE CHURN REDUCTION• Develop predictive churn models by using

customer sentiment from agent notes, call reasons, and surveys scores

• Integrate risk scores with IVRs to route calls with highest risk to special teams to recover from service issues

• Risk-based proactive customer contact, loyalty and recovery programs

• Create companywide awareness of root causes driving customer churn

OPTIMIZE CONTACT CENTER PERFORMANCE• Identify top volume drivers with extensive

call categorization• Repeat call & transfer reduction with call

category correlation and top reasons• Volume reduction by identifying automa-

tion opportunities for Web & IVR• Optimize call handling time with long call

root cause analysis• Data driven quality monitoring, coaching

and agent development

InteractionsCustomer

Experience

TransactionsCost

Management

Churn Reduction

Demographics

Actionable Customer Intelligence

Multi-Dimensional Analytics

Engine

VOZIQ’s Managed Analytics Service offers unmatched time and cost efficiency, delivers immediate value, and saves you the arduous task of setting up an effective analytics operation.

• DOMAIN EXPERTS: VOZIQ’s team of experienced and highly qualified analysts work as an extension of your own team, and save you from the hassles and costs of hiring and managing contact center domain experts

• FLEXIBLE ENGAGEMENT OPTIONS: Choose the team to be onsite, remote or at an offshore location; change the plan anytime you want and manage costs

• PROVEN PROCESSES: Our teams follow proven six-sigma DMAIC process from problem definition to measurement, analysis, improvement and ongoing monitoring to ensure sustained value

• TIME-TO-VALUE: Ready to go turn-key solutions that can be up and running in a very short span of time by leveraging your historical data for immediate insights

Transform your contact center with VOZIQ’s unmatched cost efficient synergy of tools, people and processes.

VOZIQ’S MANAGED ANALYTICS SERVICE – QUICKEST TIME TO VALUE

JOIN OUR QUICK START PROGRAM TODAY!

VOZIQ’s ready-to-go contact center analytics solutions enable immediate value with the data you have already captured.

Jumpstart your contact center transformation today by generating actionable customer intel-ligence that helps you enhance customer experience, retain valuable customers, and improve contact center performance. Put your contact center customer intelligence to work and grow your business.

Contact us today! info@voziq.com or 888-427-2328

VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.

ABOUT VOZIQ

VOZIQ, 11951 Freedom Drive, 13th Floor, Reston, Virginia, 20190, USA.www.voziq.com