Understand customer sentiment like never before
Now more than ever, companies are recognising the importance of really listening to their target audience. We know the only way to compete in an increasingly cluttered marketplace is to deliver exceptional customer service. To ensure higher levels of customer satisfaction, however, we first need to understand what our audience is thinking and feeling.
Engagement analytics tools like speech and text analytics give brands the freedom to read between the lines of conversations with customers. Solutions like Alvaria Engagement Analytics pulls valuable insights from audio and written text to provide overviews of quality, customer satisfaction, and performance through multiple communication channels.
Today, we’re going to be exploring what companies can do with the power of speech and text analytics from Alvaria.
Speech and text analytics technology builds on the growing importance of interaction recording in the CX landscape. For years, we’ve been recording interactions for compliance and training purposes. Now, we’re using the data moving through the contact centre every day in a different way – to better understand our customers.
Since customers are now interacting with their favourite brands through multiple channels, it’s not enough to simply have technology capable of understanding human speech, or written text. Brands need an end-to-end way of surfacing insights into customer sentiment and operational efficiency. That’s where tools like Alvaria Engagement analytics come in. Features include:
Ready to deploy into the contact centre and customer communication tools your company’s already using, Alvaria Engagement Analytics promises a new way to understand your target audience. The cloud-based ecosystem integrates seamlessly with your existing back-end system to give you a more comprehensive view of your business and its day-to-day interactions.
Speech and text analytics tools are an essential investment for companies looking to benefit from bringing more of the voice of the customer into their decision-making processes. With intelligent tools, like the Engagement Analytics system from Alvaria, it’s possible for companies to do a lot more than simply spot areas where communication quality might be dropping.
Engagement Analytics dive beneath the surface of your daily interactions to determine what companies really need to do to provide the satisfying and memorable experiences their audiences are looking for. Some of the significant benefits of Alvaria speech and text analytics include:
Alvaria Speech and Text analytics technology ensures today’s businesses can collect more information about the security, performance, and meaning behind customer interactions. Through easy-to-use and reliable text and speech analysis, you can discover the secret to delighting your customers, and ensuring long-term brand loyalty.
The highly intuitive user interface is great for companies without experience using data analysis for customer experience. It’s also worth noting that the seamless SaaS integration functionality opens up a range of great use cases, like being able to use the technology for 360-degree risk tracking.
Customer experience will continue to be the most important differentiator for all businesses in the years ahead, particularly now that the pandemic has pushed clients to think carefully about who they purchase from. Alvaria speech and text analytics can help businesses get an edge on the competition, by providing a behind-the-scenes insight into what really drives valuable conversations for their business.
The intuitive LVCSR technology means you can collect insights with more depth and context than you usually would with standard phonetic systems. Additionally, extra features like a built-in redaction capability, and ultra-fast searching make the analytics system a delight to use for any company. If you’re keen to see what’s really going on behind the scenes in your business, the Alvaria engagement analytics technology could be a valuable investment for you.