Voice of the CustomerOpenText Explore
Discover valuable insights in a Voice of the Customer solution with enterprise level speech and multichannel analytics
What is Voice of the Customer?
Voice of the Customer (VOC) describes the process of analyzing customer behaviors to gain feedback that helps improve multichannel customer experiences across the entire customer journey. The second wave of Voice of the Customer solutions uses powerful speech analytics software and multichannel analytics to ‘listen’ to the customer.
The best Voice of the Customer tools help enterprises identify and prioritize concepts across voice, text and social media interactions, without solely relying on tags, keywords or metadata by listening to what customers say when they contact an organization. Organizations get a new insight into their problems, how they view the company’s customer communications and what drove them to contact the organization.
OpenText Explore overview
OpenText™ Explore is a business discovery solution that allows business and call center professionals to view cross-channel interactions collectively for a comprehensive picture of customer behaviors and relationships.
Explore is a powerful customer interaction analytics tool that analyzes call recordings and chat sessions. It combines this with behavioral data from social media, worldwide blogs, web forums and news coverage and dynamically mines the data for underlying meaning. As a result, actionable insight into customer behavior is available in near realtime, not only to the contact center but also to business units throughout the enterprise, such as Marketing. The information provides insight into engaging and highly-relevant customer experiences and makes it possible to more effectively resolve problems or improve sales across every channel.
Voice of the Customer features
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Voice of the Customer surveys
Provides insight into how customers feel about products and services with VOC surveys. Enables interactive call center surveys to capture important customer feedback and offers the flexibility to send digital surveys directly to customers’ mobile device with Voice of the Customer templates.
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Speech analytics
Accounts for the variability in speech, such as language, dialect, accent or emotion, by using technology to form a contextual hypothesis of what is being said. Improves call center coaching tactics by analyzing agent and customer interaction analytics.
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AI-driven
Leverages artificial intelligence from an embedded version of OpenText™ Magellan™ to provide Call Summarization, sentiment detection, call classification, breaking topics and Education. Provides true insight on 100% of the organization’s voice calls.
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Text analytics software
Offers an understanding of text-based communications, such as survey results, complete with open-end verbatim or CRM notes, and automatically classifies and categorizes those interactions based on meaning as opposed to keywords.
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Social media analytics tools
Integrates data from social media sites, such as Facebook, Twitter and YouTube, to automatically identify emerging trends and prevailing sentiments with URL expansion and matching, format normalization, language detection, GEO-IP and Klout meta-data (where applicable).
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Autoscore customer interactions
Leverages flexible agent and customer behavior scoring models to define and calibrate interaction outcomes most relevant to business context, while evaluating and scoring every call automatically.
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Clustering analysis
Automatically organizes data into clusters to help enable call centers to quickly analyze cross-channel interactions, without performing manual analysis.
Customer success stories
It’s great to have a partner who’s right there to help us innovate. And help us not worry about the technology, but how do we put the customer in the middle and really build the experience for them going forward
We wanted to have a consistent experience at every touch point, and that’s where Qfiniti has been able to help us with that focus.
Benefits of Voice of the Customer tools
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Listen, analyze and take action
Allows organizations to use customer insights to analyze interactions from every customer touchpoint, from campaigns to billing statements, and reveal opportunities, correct broken processes and streamline bottlenecks.
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Customizable dashboards
Uses comprehensive dashboards to transform raw data into easy to understand data visualizations that help identify what is going well and isolate errors for improvement for informed decisions that improve the customer experience.
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Customer experience analytics
Understand and respond to the true experiences for specific customers, as opposed to siloed experiences based on legacy single-channel technologies.
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Big data ready
Allows organizations to use the data now but also prepare data for next level reporting that drives big data strategies, reducing project time and complexity.