Voice of the Customer: act on insightful feedback from 100% of your customers

The best customer service is pre-emptive and is about knowing what your customers are thinking. Voice of the Customer is your new crystal ball. By spotting trends and patterns from contact center interactions, you will get real-time insights into your customers’ experiences, pinpoint recurring issues and empower agents with tailored coaching. Never miss a vital sign, and make sure you exceed the needs of demanding customers to mitigate any risk of churn.

Choose the solution that will help you reach new heights

When brands capture feedback, they can identify gaps in products and processes and move forward in a way that pleases their customer base. Automatically analyzing 100% of interactions propels this process. It proactively prevents repeat contact for recurring issues, ensures extra care to retain customers and improves journeys to attract new customers.

Analyze

  • Gather direct feedback from contact center interactions in real-time across all channels
  • Track trending issues and the most mentioned topics
  • Tap into advanced analytics, including emotion, correlation and root-cause analysis
 

Act

  • Assess calls on the go, and alert supervisors if necessary
  • Guide agents mid-call with next-best-action support
  • Fix broken processes to reduce repeat contact
  • Tailor your approach based on new insights, and increase customer loyalty
  • Run automated compliance audits to ensure that your company is complying with regulations
 

Enhance

  • Single out best-agent practices to personalize training based on skill sets and performance
  • Detect "at-risk" customers to reduce churn
  • Boost conversion by identifying buying signals and up/cross sell opportunities
 

Not forgetting ROI

Watch your ROI soar high thanks to improved agent effectiveness and an overall boost in returning customers.

 

ROI improvements

 

An experienced integrator you can trust

We are a proven integrator with unique capabilities in machine learning, analytics and automation and will map and meet your business needs. We integrate Voice of the Customer into existing contact center solutions for a seamless approach and a bespoke end-to-end journey. Our aftercare service has 15 experts to solve any issues you may encounter.

 

Our partners

We have a vast repertoire of business partners, and you'll benefit from working with leaders in the customer service market, including:

 

Customer case studies

Our comprehensive expertise and experience has helped many global customers benefit from our solutions.

A global electricity company

A global electricity company

Worked with Orange to improve its retention strategy and to anticipate the risk of customer churn

  • Voice of the Customer analytics to identify where downfalls lie
  • Helped cope with volatility of market
  • Identified the root causes of customer dissatisfaction
  • Discovered how to serve customers at risk of churning
  • Enhanced customer satisfaction and loyalty
  • Improved agent skills and knowledge to appropriately adapt to the context
A telecom operator

A telecom operator

Optimized both performance and quality of outbound campaigns

  • Voice of the Customer analytics to maximize conversations
  • Assessed agent empathy towards customers
  • Developed agent soft skills to engage the customer
  • Identified the best agent practices
  • Achieved 10% improvement in conversation rate
  • Higher service quality
 

 

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