Interaction Analysis
Knowing the topics, sentiments and concepts that are being discussed in contact center interactions is the only way to gain a solid understanding of what customers want and expect from the organization. It is necessary for corporate strategies to focus on extracting intelligence from all types of enterprise communications, including voice, email and instant messaging. Qfiniti Explore processes online interactions by integrating directly into enterprise Electronic Records Management Systems (ERMS) that enable queued email and collaborative chat sessions with an agent. Autonomy etalk's interaction analysis technology delivers a multi-faceted view of customer behaviors, needs, expectations and intentions by identifying pertinent trends and sentiments that are present during the course of an interaction without relying on basic word-spotting techniques or metadata searches. This ability allows the business to recognize issues and respond to them in a timely and effective manner. Additionally, customer insight drives revenue and improves customer loyalty and retention by alerting the business to sales opportunities, marketing effectiveness and service and support challenges. Benefits:
- Analyzes customer interactions across multiple communication media - voice, email, chat and text - and in more than 20 languages
- Searches and retrieves interactions based on their conceptual and contextual meaning, not just by word-spotting or performing phonetic-based searches
- Alerts managers to customer, operational and performance-related trends and issues as they are discussed
- Identifies and understands specific customer attitudes and behaviors by "listening" to the call and analyzing it for prevalent themes, concepts and sentiments
Features: Explore can be integrated directly with the contact center's ERMS that allow for queued email and chat collaboration sessions with an agent. These interactions become searchable with the same accuracy and precision as voice recordings, as Explore allows the ability to search email and chat sessions by topic, keyword, or concept. Moreover, Explore can analyze the results from recordings, emails and chat sessions together so users can view all contact center trends. Pre-defined and reusable search criteria are a fundamental requirement for retrieving information reliably and consistently. Selecting a Topic automatically searches a designated set of interactions for matching words and phrases and displays the search results in Explore's View List. Once Topics are saved, they can be used repeatedly to return consistent results as new interactions become available, greatly reducing the time invested to manually listen to calls or review emails and chat sessions.
The conceptual searching for Explore also applies to scripts or commonly-used verbiage within an industry. Agents use scripts for legal compliance, cross-selling and up-selling, and sale verifications. A user can input a script and verify that concepts addressed in the script are present in the recordings. Explore compares the agent conversations to the script and automatically alerts supervisors of deviations.
To expedite the delivery of time-sensitive information, Explore employs alert capabilities as new content becomes available. Smart Views can be defined to send results as an update to the user, allowing instant notification for coaching, marketing or investigation. Alerting occurs through the use of SMTP messages for integration with standard email delivery systems.
Explore automatically analyzes contact center interactions and identifies trends both over time and as they occur. This "trend spotting" feature automatically groups voice, email and chat interactions that have related concepts, allowing users to uncover customer, market and competitive analysis that would otherwise not be known.  Explore intelligently detects emotion and sentiment on the customer or on the agent side of the conversation. During playback, Explore marks each speaker with a different color, and areas that contain cross-talk and heightened emotion are automatically marked during conversation. This combination of speaker separation, cross-talk identification and emotion detection allows organizations to quickly identify and understand specific customer attitudes.
One of the greatest challenges in the contact center is the identification of emerging trends. The "Hot" and "Breaking" features of Explore allows a user to visualize new and breaking subjects in the center without prior definition. "Hot" results represent topics in the contact center that have the most volume compared to topics of the past while "breaking" results allow the user to compare previous trends identified by IDOL to new information.
Clustering is a feature that partitions information so that similar data "clusters" together. This information is displayed in a two dimensional map, which allows the visualization of similarity and differences in contact center recordings. Clusters rank search results by conceptual similarity, which is essential to locating recordings that share the same meaning, even when the recordings contain different keywords.
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