FREE CONSULTATION
Partners | Resources | Blog      

Interaction Analytics

Our Interaction Analytics solution enables our customers to adopt the “voice of the customer” through the analysis of all conversations including calls, chat, email, text, and social interactions.

Our solution provides insight and actionable intelligence in all conversations between your agents and customers, automating quality monitoring and performance management:

  • Automating agent performance management
  • Elimination of manual quality monitoring and scoring
  • Compliance monitoring
  • Identifying cost reduction and optimization opportunities
  • Assessing customer experience

Optimize Agent Performance

  • Score 100% of interactions to identify performance success and areas for improvement
  • Improve the performance of your call center agents by providing direct and timely feedback
  • Identify events that represent action opportunities to increase retention or sales
  • Train and on-board new call center agents with less supervisory costs

IMPLEMENTATION

Our Interaction Analytics solution provides next generation performance management of contact centers by allowing you to automatically score all customer interactions – calls, chat, email, social by:

  • Automating the scoring process
  • Providing objective and consistent scoring on every contact
  • Delivering fast, efficient performance feedback
  • Motivating performance through team competition & gamification

The solution drives more accurate, effective, and timely call center agent performance feedback at significantly lower cost and manual effort. Supervisors are freed up to spend more time coaching and agents get consistent evaluation with immediate insight into where they are doing well and where they need to improve, resulting in higher job satisfaction and higher retention rates.

RESOURCES

FEATURED BLOG POSTS

OmniEngage Customer Service Engagement Solution
contact-bg.png

ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.