Sub-Total: £0.00
About This Report
Customer interaction analytics solutions offer huge opportunities to gain business insight, improve operational efficiency and develop agent performance.
Interaction analytics can be used in many different ways to address various business issues, assisting in:
- agent improvement and quality assurance
- business process optimisation
- avoidance of litigation and fines
- customer satisfaction and experience improvements
- increases in revenue and profitability
- improvements in contact centre operational performance, and cost reduction.
Recently, the integration of sophisticated AI and machine learning capabilities within the analytics solutions offers the chance to take analytics far beyond what was imagined a few years ago.
UK & US editions.
Free to download.Â
+
Research Reports
0
Company Founded
0+
Annual Business Surveys
k+
Reports Downloaded
In this Report
The Use Cases of Analytics
- Improving Customer Experience
- Improving Efficiency and Decreasing Cost
- Increasing Revenue
- Reducing Risk
- Improving Quality
- Increasing Business Insight
Types of Interaction Analytics
- The Role of AI in Analytics
- Historical / Post-call Speech Analytics
- Real-Time Speech Analytics / Conversational Analytics
- Sentiment Detection & Analytics
- Text Analytics
- Predictive Analytics
- Desktop Analytics
- Back-Office Analytics
- Customer Journey Analytics and its Effect on Omnichannel
- Voice of the Customer Analytics
Current and Future Use of Analytics
- Technology penetration rates by vertical market and contact centre size
- Usefulness of Analytics for Improving CX
- Focus of Analytics Improvements
Implementing Interaction Analytics
- Pre-Implementation
- Initiators and the Project Champion
- Cloud or Premise?
- The Growth of Analytics in the Cloud
- Implementation
- Proof of Concept and Soft-Start Implementation
- Multi-Vendor Environments
- Measuring ROI
- Developing the Use of Analytics
- Resourcing Analytics Applications
