Audience
Contact center analytics solution for companies wanting to get customer and agent insights to improve the customer experience
About Nuance Analytics
When your success is measured by customer satisfaction, it pays to understand exactly what’s happening across all customer interactions. You need a complete view of customer engagements across your channels to streamline processes, reduce customer effort, and uncover new operational efficiencies in your contact center. That’s where Nuance analytics solutions come in. Nuance brings you easily customizable solutions that analyze 100% of customer interactions across all engagement channels to give you clear, visual insights into trends, outliers, opportunities, and important contact center KPIs. When you can see—and understand—all your customer interaction data, it’s easier to evaluate your customer experience, identify best practices and areas for improvement, and determine the actions to take to increase CSAT and NPS.
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Company Information
Nuance Communications
Founded: 1992
United States
www.nuance.com/omni-channel-customer-engagement/analytics-solutions.html
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Eleveo
Global, award winning contact center compliance & workforce optimization solutions. Compliance recording can protect your company from theft, litigation & fines. Sleep well knowing Elevēo has you covered for everything from voice calls to land mobile radios. Remove, or anonymize details from data collected to stay in compliance. Archive datasets based on configurable rules and automatic categorization. Supervise your teams voice interactions with customers in real-time. Detailed audit logging for every system action with simplified extracts for compliance reviews. Your support, sales & back-office business transactions are critical. Protect your interests by recording everything into a single place with automated categorization by type, source, and customer where any interaction can be easily reviewed. We have been recording voice calls for decades. All over the world our solutions are trusted.
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MOJO-CX
Make sure you are never one of them by ensuring your compliance is watertight with customizable voice analysis triggers. Over 53% of UK consumers show at least one characteristic of vulnerability, so we’ve made it easier to spot them and notify the best person in your organization. A massive 91% of customers reported poorer CX from contact centers in the second half of 2021. Focus on the things that drive uplift faster and understand what agents need to say to drive more positive outcomes for customers. Set custom rules that allow you to immediately alert the appropriate person for every critical moment, based on any data points within the platform. Even the ones that you provide. Easily keep track of how well every conversation has gone based on the metrics that matter to you, giving you a clear view of agent performance across each interaction.
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Nuance Insights
Your customers engage with you across many channels. Without the proper view, it is difficult to know exactly how your IVR, VA, messaging, and chatbots are performing. The impact poor performance can have on customer experience and your KPIs is huge. Your net promoter score, your average handle times and your customer resolution rates all rely on how well your customer service experiences work individually and together. That’s why you need effective analytics and reporting to monitor and optimize your customer’s omnichannel experience. Nuance Insights delivers all that and more. Nuance Insights is a powerful way to measure how your applications are performing. With detailed analytics and reporting capabilities, delivered with best‑in‑class data visualization, you can dig deep into how your channels are working, ensure they are supporting customers effectively, and ensure your business is getting the ROI it needs.
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Verint Workforce Engagement Cloud
Workforce Optimization (WFO) is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise.
In the contact center WFO involves solutions with pre-defined workflows that deliver unique information to help enhance contact center productivity and quality.
This includes workforce management, call recording, automated quality management, performance management, speech, text, and desktop analytics and much more.
Benefits of workforce optimization:
Finally you can answer the most pressing questions facing your contact center.
- How do I easily balance employee flexibility with staffing needs and costs?
- How do I reduce effort, improve processes and empower my workforce?
- What type of WFO analytics are required to improve customer engagement?
- What’s next for WFO in my organization?
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SaaS
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