Category Archives: Contact Centers

Application of Text Analytics / Natural Language Processing in Contact Centers / Call Centers

Contact center: 6 ways to leverage text and speech analytics

Contact center. Ilustration

At contact centers, text analytics technology provides an unprecedented opportunity to convert customer interactions into business opportunities. We can improve customer experience, boost sales, reduce customer churn and streamline the efficiency of the processes.

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Predict the future with our Intention Analysis Pack

New releaseWho wouldn’t want to know what customers are going to do? Detecting if what they want is to become further informed, purchase a product, request assistance, complain, make a cancellation… and thus be able to offer them a personalized service that optimizes their experience.

Intentions along the Customer’s Journey

Our new Intention Analysis Vertical Pack enable us to identify a set of basic intentions throughout the customer journey: Information, Advice, Purchase, Support, Recommendation, Complaint, or Cancellation, based on expressions in interactions in the contact center, surveys or social conversations.

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