Customer service has rapidly become a significant competitive differentiator in today's demanding marketplace. Whether clients are contacting businesses through telephone, email or chat sessions, organizations are constantly being held to higher standards of service and support. Interaction recording technologies have enabled businesses to develop strategies that focus on customer satisfaction, employee retention and revenue generation. However, meeting growing expectations from customers has become a challenge for many organizations, especially those that must balance customer service with maintaining compliance with corporate governance policies. As a result, businesses have begun to adopt more advanced technologies like interaction analysis to effectively meet their diverse business needs.

With interaction analysis, businesses finally have a way to extract relevant information from the unstructured data they collect through customer and business interactions. By creating an intelligent contact center, businesses can effectively tap into this data to understand customer behavior and provide in-depth analysis to the rest of the organization. Interaction analysis technologies can support enterprise decision-making processes and corporate operations by providing comprehensive insight into:

• Sales and Marketing Effectiveness
• Win/Loss Analysis
• Competitive Strategy
• Contact Center Performance
• Enterprise Compliance and Risk

Interaction analysis can uncover insight into a range of critical business processes by providing conceptual word and phrase searching that removes the burden of manually listening to recorded calls or reading through email and chat conversations. Autonomy etalk's interaction analysis solution is able to take advantage of Meaning Based Computing to extract otherwise hidden information that can significantly enhance an organization's business intelligence. Advanced functionalities of Meaning Based Computing technology such as clustering, stemming and hyperlinking enable end-users to draw upon previously untapped sources of information to identify trends and highlight opportunities for improvement. By utilizing speech analytics to understand the meaning of their customer interactions, organizations can gain valuable insight into customer and corporate issues to evaluate current practices, generate sales opportunities, reduce customer churn and build new outlets for revenue.

Product Briefs