Our state-of-the-art behavioral and speech analytics solutions have the power to ingest and analyze large volumes of data through an omni-channel lens to identify, quantify and prioritize the macro-level issues that impact Customer Experience and operational efficiency. Our capability extends to transcribing calls and integrating other data sources like chat, email and customer and product information to unleash powerful insights that can be mined in multiple ways. Once the problem areas have been identified, we use human-assisted monitoring to listen to a statistically valid sampling of calls to gather more information regarding specific drivers of issues, root causes and interdependencies.

With this deep understanding of the problem, impact and root causes, our quality team is well-positioned to share potential solutions and recommendations with our clients’ Contact Center and business leadership teams. Utilizing a closed-loop communication process, our quality team can also go back to listen to a sampling of those targeted call types or processes after the improvements have been made to confirm that specific improvements and benefits have been realized.