Customer experience solutions that really listen, analyzing and predicting customer needs and delivering insights for continuous improvement.
The Speech Analytics Experience
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Your customers are talking… are you listening?
Voice analytics lets you tap into 100% of customer interactions, analyzing calls to learn, predict, and improve the customer experience. Analyze chat, email, CRM, and support data for mood, tone, and content, to train agents and build actionable predictions. Lower costs, get insightful data, and increase loyalty just by tapping into what your customers are saying.
How we can help you improve service and sales with voice call data
Your customers are telling you what they want—are you listening? With Amdocs, you can transform voice data into progress.
Your agents handle customer calls efficiently, then wrap up with some quick documentation. But what if you could analyze calls more deeply, using the latest AI and natural language processing (NLP) tools?
Are customers irritated? Confused? How do they feel about your brand? What are the most common call drivers? Train agents, inform executives, anticipate customer needs, and take action for better results. Simple visual reporting lets you track metrics for rich insights and accountability. Save time, boost conversion and retention, and plan new offerings. With customers’ voices to guide you, everybody wins.
Benefits
Spot opportunities
Identify gaps in agents’ knowledge and add coaching where it’s needed.
See the big picture
Use analytics to group conversation topics and themes across calls to mine crucial BI.
Boost satisfaction
Monitor and improve first call resolution (FCR), a critical KPI for satisfaction.
Glean best practices
Observe which agents and strategies are most successful so you can roll them out more broadly.
Predict NPS
Even if customers don’t respond to post-call surveys, auto-NPS based on voice data can predict satisfaction.
Detect and prevent fraud
Fraud, churn intent, and other vital predictors are easy to flag, allowing you to act before it’s too late. Keep personal and sensitive data safe.
