Customer Analytics

Analysis

Your customers have multiple channels available to them for communicating with and about your product or service.  It is now possible to capture this valuable information to make quick and targeted business decisions from customer analytics.

Capstone designs and deploys a powerful analytics solution set, for driving operational excellence, building customer loyalty, enhancing revenue, reducing costs, and gaining competitive advantage.  It provides you with a complete set of analytics for using customer interactions to respond more effectively to customer and market demands.

[tabs style="framed" tab_1="Speech" tab_2="Data" tab_3="Text"  tab_4="Desktop and Processes"] [tab_1]Analyse your customer interaction recordings to reveal insights direct from your own customers.  Our Speech Analytics tool automatically mines thousands of customer interaction recordings to surface the unbiased intelligence.  It allows you to assess the factors driving high costs and unproductive call volumes, together with the strengths and weaknesses of your people, products and processes. [/tab_1] [tab_2]Data Analytics uses data mining to examine calls and reveal specific scenarios that can help or hurt the performance of your contact centre.  It allows you to analyse vast quantities of data to discover sales opportunities, processes and products in need of improvement, competitive advantages, and the key issues impacting first-call resolution. Analyse a variety of call metrics, including:

• Contact Metrics—Data attributes of the contact, such as average talk time, average hold time, number of holds, and number of transfers
• Productivity Metrics—Data about agent/contact centre service levels, such as contacts handled per agent per day and percent talk time per day
• Quality Metrics—Evaluation scores, form components, and flagged contacts. These can include total quality score, performance in the opening/closing, security check, and more
• Customer Experience Metrics—Assessment scores and customer surveys. Common metrics include first-call resolution and customer satisfaction scores
• Speech Analytics Categories—Business issues that have been categorized by speech analytics, such as complaints, emotional calls, and customer retention calls

Our Data Analytics solution is designed for non-technical business users.  It displays contact centre key performance indicators (KPIs) graphically, making it easy to determine how well your centre is performing against its goals and business objectives. Data Analytics goes even further by indicating if it has uncovered call scenarios, or findings, that are positively or negatively impacting your metrics. Better still, it shows how changing processes or behaviours might help performance fall above or below set goals. With Data Analytics, your managers can focus on the subsets of data that are most relevant to them, such as geography, line of business, and other criteria.  They can also set permissions to empower supervisors, team leaders, and other members of the organization to access the information, helping to drive decision making across the enterprise.[/tab_2] [tab_3]Text Analytics is a software solution designed specifically to enable business users to analyze customer interactions and feedback from a variety of internal and external sources, including:

• Email
• Chat sessions
• Blogs
• Contact centre notes
• White mail
• News and review sites
• Survey comments
• Facebook, Twitter, and other social media channels

With text analytics, you can collect, analyse, measure, and report on structured and unstructured data in multiple text based sources.  This data can be combined with other data gathered in the contact centre, branch, and back-office operations for a holistic picture of enterprise customer service.  Text analytics allows you to gain a better understanding of customer sentiment, corporate image, competitors, and the overall market—and use this information for better decision making. Having collected and processed content, text analytics can classify it automatically.  Data is stored in the solution’s database and can be displayed to users across the enterprise in role-specific reports or though the existing business intelligence platform. Users can search, organise and analyse text by words and phrases, sentiment, and structured data to understand root cause, trends, and more.  A variety of embedded, intuitive reports offers a quick, convenient way to display and share data. [/tab_3] [tab_4] Increasingly, data privacy regulations are requiring contact centres to distinguish the types of information they can record from those they can’t.  Moreover, the need to manage liability, costs, and efficiency is making it necessary for many centres to retrieve specific interactions quickly—and have insight into non-phone activities, such as file management, correspondence, and order processing. Desktop and Process Analytics can help address data privacy requirements while capturing employee desktop activity across different systems, applications, and processes.  By enabling these latent aspects of customer service operations to be tracked, measured, analysed, and refined, Desktop and Process Analytics can help contact centres improve efficiency, reduce costs and liability, and enhance the customer experience. Desktop and Process Analytics offers functionality to help contact centres protect private information, limit liability, and gain visibility into off-phone activities by:

• Avoiding the capture of sensitive data
• Tagging recordings with information to facilitate easy retrieval
• Identifying and preventing agent and system behaviours that do not comply with industry regulations and company practices
• Improving productivity by showing how employees use applications and systems to perform their work
• Detecting and correcting flawed processes
• Revealing the successful behaviours of top performers
• Detecting training needs through unusual application usage

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