Interaction analytics
Create actionable insights from unstructured data
Speech & text mining brings your data to life
The Foundever Interaction Analytics solution is a solution that creates actionable insights from unstructured data using speech and text mining to drive agent performance.
32%
decrease in customer effort
11%
decrease in average handling time
12%
increase in customer satisfaction
How it works
Interaction Analytics creates efficiencies by listening to and analysing contacts to serve up the most appropriate information during the real-time conversation. As a result, agents are more productive and better able to respond to customers’ needs, increasing customer satisfaction.
Access every interaction
Tap into a wealth of information by monitoring 100% of customer interactions with metadata.
Analyse customer interaction in real-time
Our experts configure, manage and provide ongoing tuning to realise actionable insights for your teams.
Categorise call drivers
Use advanced interaction analytics to understand why customers are calling and create programs to address needs.
Accelerate results
Focus on the interaction behaviors that matter most to your business to improve results.
Drive cost savings
Automate quality assurance and compliance audit to make decisions backed by data and realise cost savings.
Unlock the power of Interaction Analytics
Our team combines 100 experts and 40 years of experience in automation and contact centres.
Across your business
Enterprise-level, multilingual support is available in +20 languages.
Targeted coaching
Coaches deliver actionable and targeted agent support, driving agent performance.
Metric scorecards
Detailed scorecards highlight variances and pinpoint areas of agent success and opportunity.
Performance dashboards
Provide direct and actionable feedback based on consistent metrics.
Breadth of expertise
Combine data-driven insights with the most appropriate technology to drive the best possible return on investment (ROI).The result is a solution that’s ideal for you today and ready for tomorrow.
- CallMiner
- Nice nexidia
- YouTube
- Qlik
- Uniphore
Book a meeting to get started
Speak to an expert to find out how our analytics experts can help you take raw, unstructured data and transform it into structured, consumable insights.
Insights
