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Voice of the Customer
Gain insight into customer expectations, preferences, and pain points to enable better business decision making.
Amplify the power
Imagine if you could increase understanding of your customers, provide relevant customer engagement with context, identify and fix customer issues as they occur, and reduce churn by identifying customers at risk. Our comprehensive Voice of Customer solution makes it possible by integrating all customer feedback: from voice recordings, chats, emails, agent notes, digital footprint, social commentary, and surveys to their shopping behavior and characteristics. Contact centers can use the insights gathered through our VOC solutions to improve customer experience, continually optimize product development, uncover new areas to automate, and deliver superior self-serve experiences that eliminate common friction points.
Consolidate voice of customer data across multiple channels to capture, analyze, and act on interactions in real-time
Improve CX by better
understanding your customers
Identify and fix customer
issues as they occur
Reduce churn by identifying
customers at risk
Provide relevant customer
engagement with context
React in real-time
And gain the insight to be preemptive
Today's customers want to interact with brands on their own terms throughout the customer journey, on whichever channel they choose. This makes it difficult to keep track of their expectations and deliver quility customer service. Our holistic voice of customer platform seamlessly integrates customer data from multiple channels so you can capture, analyze and act on data in real-time. By listening to your customers and collecting customer feedback, your can ensure that you match, and exceed, your customers expectations. This in turn can lead to improved net promoter score and customer satisfaction ratings.
And increase customer lifetime value
Every single interaction a customer has with your brand impacts their likelihood of remaining a loyal customer. To build long-term customer retention, you need to place a laser-like focus on each and every interaction. Our voice of customer programs connect every customer interaction and touch point enabling you to quickly understand where you need to improve and identifying key moments of pain and delight.
Make better business decisions
Data analytics provide actionable insightson customer trends and sales opportunities
See how → by analyzing and acting on customer trendsRead Case Study
See how → optimizing the pipeline with sophisticated analytics.Read Case Study
Next Gen Analytics for the Contact Center
Research shows that 62 percent of U.S. consumers have switched brands in the last year due to poor customer service. Many of these negative experiences are a result of channel breakdowns, which occur when customer information isn’t effectively transferred within an organization. These poor customer experiences and channel breakdowns can impact churn and revenue. In this research report, discover six ways that technology-enabled analytics can help guide organizational decision making and create a consistent customer experience across all interaction touchpoints.