analytics machine learning
Published on : Dec 4, 2023
Call Journey CI, a leader in deriving customer experience insights from interaction analytics, proudly announces the launch of its groundbreaking Conversation Intelligence (CI) suite that captures and analyzes the Voice of the Customer (VoC) to support easier data-driven business transformation. Based on innovative data modeling and drawing upon its full suite of CI capabilities, it caters to a range of data appetites from across the enterprise, from aggregated trends down to granular dissatisfaction audits. Users can expect a comprehensive, near-real-time understanding of contact drivers, customer sentiment, satisfaction, and preferences in one technology solution, without having to resource an entire team of analysts to sift and sort data from various platforms. Users can also leverage the benefits of Call Journey CI's existing automated QA capabilities and assess agents not just on their professional competencies, but also their competencies at handling particular call types.
In an era where reducing customer effort is the main focus of customer-centric companies, Call Journey CI recognizes the critical importance of continuous feedback loops based on conversation analysis to identify and remedy points of customer effort and dissatisfaction. The enhanced VoC capabilities harness the power of advanced natural language processing, AI, and machine learning to analyze customer interactions across various channels, including calls, chats, and emails. By leveraging these technologies, businesses can complement or replace their survey practice, and uncover a wealth of valuable information to share throughout the business to enhance customer satisfaction and loyalty.
Key Features of Call Journey CI's Conversation Intelligence Software, complementing its existing automated QA capabilities: