Contact Center Analytics to improve customer retention and agent quality by analyzing the customer interactions using speech analytics and text analytics

Global BPO Improved customer retention and customer satisfaction

Solution Highlights

  • Implemented CapptixAI (www.capptix.com) developed for multi-channel engagement analytics (speech and chat)
  • Product offers various features such as topic mining to understand the trending topics, agent scoring to identify the training areas and sentiment analysis for improving customer retention
  • Integrated with Active Directory and provided custom roles
  • Provided scheduled reports to business users

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