Enhance Customer Experience And Improve Net Promoter Score With Conversation Analytics
Call Journey bridges the gap between audio sources and business analytics and intelligence providers. We streamline the process that allows customers to analyze their voice interactions in Microsoft Ecosystem. Our AI-based processing ecosystem called VoiceAI then transcribes the audio recordings into text and delivers a rich metadata stream containing information about the conversation. This information includes:
- Every word and every utterance transcription and “score”
- Gender
- % Silence
- Sentiment
- Emotion
- Call duration
- Agent I.D, Agent/Client Classification
- Diarization, Redaction (audio & text)
- Emotional Intelligence
- Confidence
- % Overtalk
- Speaker Clarity Punctuation; and
- Call Success
QUALIFYING QUESTIONS
- What business benefit would you get with an improved NPS?
- Where do you get insights about your customer experience?
- Do you REALLY understand your customer journey?
- Do you have a Voice of the Customer Program?
- Do you have a strong qualitative/quantitative understanding of customer experience?
- What sources of data do you use to understand customer life cycle?
- How many agents are in your contact centers?
- Where are your agents located and what is their language of choice?
PAIN POINTS
- Unclear Understanding of customer journeys
- NPS performance not where is should be/could be
- Lack of insight into NPS performance
- Poor customer experience
- Cost of acquisition/retention needs addressing
- Incomplete insight from post-call surveys
DESIRED STATE - HOW TO FIX IT
- Transcribe audio recordings into text and deliver a rich metadata stream containing information about speaker’s sentiment and emotion to validate CX / Customer Satisfaction/ NPS Score
- Improve conversation analytics process to detect the parts of a conversation that work and don’t work and to analyze what is driving good and bad experience
- Through conversation analytics, get constant pulse from your customers on how good your business is performing and where the gaps and opportunities are
- Significantly increase insights over and above post call surveys, verbatims, social media monitoring and market research
Buying Personas
CHALLENGE
Incomplete and inconsistent insights from post-call surveys.
HOW WE HELP
Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near real-time finger on the pulse of customer insights and the risks and opportunities for her business.
CHALLENGE
Create the right content and develop more personalized campaigns to keep the ever-growing customers engaged.
HOW WE HELP
By utilizing Conversation Analytics, Lisa was able to build in-depth customer profiles to improve messaging, make smarter optimizations and provide more personalized experiences that drive revenue.
CHALLENGE
Discover the drivers behind the significant AHT discrepancies.
HOW WE HELP
Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.
Solution? CONVERSATION ANALYTICS!
Easy Integration with your own Business Intelligence and Analytics platform
Call Journey's audio connectivity and voice flow module integrates with many of the world's leading audio capture platforms, making the automated process of audio extraction from hundreds of different audio formats and structures – easy.
Data is delivered straight into your own business intelligence and analytics platform through Call Journey's Data Bridge, our very own business intelligence connector product, allowing you to easily analyze and monitor 100% of customer conversations to track agent engagement, performance and measure customer satisfaction – all at a click of a button.
Call Journey is also global speech analytics partner to Microsoft and Genesys, making it easy for customers of both omnichannel solutions providers to analyze data seamlessly and easily without leaving their analytics environment.
