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Actionable insights to empower your agent teams and improve the CX

Voice of the Customer (VoC)

Actionable insights to empower your agent teams and improve the CX

Help your organisation identify the “why” hidden in NPS and CSAT feedback to deliver a better overall customer experience. Vecko from Enghouse Interactive uses embedded artificial intelligence (AI) to extract actionable insights from conversational platforms and feedback programs.

Go beyond surveys by analysing customer conversations as well as brand-administered feedback such as satisfaction surveys in real-time. Collect the complete ‘Voice of the Customer’ by including valuable web chat, email, social media, even speech to text data.

Monitor action plans and priorities easily. Even better, share this valuable insight across your entire organisation through real-time alerting and in-depth, tailored dashboards.

Uncover and resolve issues before they become serious complaints. Identify ways to exceed your customer’s expectations, reduce churn, and increase customer loyalty.

Listen Across the Customer Journey

Integrate Vecko with all conversational platforms and feedback programmes. Extract actionable insights from digital media with greater than 95% analysis accuracy.

Cloud Contact Centre Migration
Use AI to Identify Valuable Intent

Find insights that matter in growing data volumes with semantic analysis using Natural Language Processing (NLP) and emotional intelligence analysis.

Understand the What and the Why

Rise above Net Promoter Scores (NPS) or Customer Satisfaction Score (CSAT). Learn about customer emotions and analyse future intent and risk, e.g. legal, fraud, churn etc.

Make It Smart

Analyse data and automatically generate smart, quantitative insights with intuitive and user-friendly interactive data visualisation reporting.

Meet Real-Time World Needs

Collect, analyse and share information at the right speed for your business to respond effectively. Customise reports and insights to suit all roles.

Collaborate Across the Business

Use insights to drive operational improvements and develop data driven CX strategies. Share action plans across teams and departments.

Voice of the Customer (VoC)

More than ever, it’s essential to really understand the needs and expectations of customers in order to survive and thrive.

Go beyond NPS
Why You Need to Go Beyond NPS And VOC KPIs

NPS is very good at telling you what customers think and feel at a specific moment. But it doesn’t tell you WHY they think the way they do or are acting the way they are. So, you don’t know WHAT to improve to make your CX better. With Vecko you can determine your customer’s emotion, for example fear, disappointment, anger, satisfaction, astonishment, surprise, and more.

Give Customers A Voice

Let consumers tell you, in their own words, what they think and what matters most to them. Move away from quantitative feedback to analyse more qualitative data, from the words they use when they interact with you digitally to free-text survey responses.

Assess the Complete Customer Journey

Gather and extract insight from the beginning to the end of the engagement. Use NLP and emotional intelligence-based analytics which understand customer verbatims without needing additional contextual validation. Understand each experience at every touchpoint and how they impact your customer’s overall perception.

ContactBabel Guide

The Inner Circle Guide to AI, Chatbots & Machine Learning

Based on surveys with over 200 organisations and 1,000 interviews with consumers in the UK. Suitable for anyone looking to implement or extend their use of artificial intelligence in the contact centre, this independent analyst report covers:

  • Use cases for AI, chatbots, voicebots and mailbots
  • Assisted service and agent augmentation
  • Sentiment analysis and AI-enabled analytics
  • Implementing and using AI
  • Customer opinion and use of AI-enabled self-service

Related Resources

Voice of the Customer

Listen to the VoC and turn data into actions that matter. Find out how Vecko can empower your organisation to deliver a better overall customer experience.