Service Center Analytics to improve customer retention by analyzing the customer interactions using machine learning (ML) and natural language processing (NLP) techniques

Global BPO Improved customer retention

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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