Category Archives: Contact Centers

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

Text Analytics for the Contact Center of the Future

The contact center is a crucial component of the customer experience and increasingly incorporates more channels based on unstructured information. In this post we analyze how advanced semantic analysis can be used to get the most out of the contact center of the future.

The Rise of the New Contact Center

Interest in the contact center has multiplied by its greater role as an essential component of the customer experience. New interaction channels (bots, chats, social) add to the traditional email and telephone and enable innovative ways to connect with clients in both inbound and outbound contact centers, both internal to companies of all types and in those operated by BPO vendors to provide outsourced services.

In this way, the contact center (traditionally known as call center) has ceased to be a cost center to become a tool for proactively communicating with and understanding the market, for multichannel business development and for generating value for the company.
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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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