Listen to the Voice of the Customer
and turn data into actions that matter
Customer Experience has become the battleground upon which to win customer favour. Putting your customers at the heart of your most critical decisions will not only drive customer loyalty and satisfaction but maximise your profits. From first time buyers to repeat customers, you need to be able to quantify customer needs and requirements in order to understand what matters most to them. AI-enriched solutions by Enghouse Interactive provide real-time insights into how your customers feel at every stage in the journey, as well as empower your agents to deliver an exceptional Customer Experience.
Better together! AI in the Contact Centre
Artificial Intelligence (AI) and automation are pivotal technologies forming the foundation for any company’s long-term success. Crucially, AI enhances – not replaces – a customer representative’s ability to serve and affect the customer experience. Capturing and analysing the data provided by customers can be used for improving and developing products and services, improving CX, identifying training needs and fixing suboptimal processes within the business.
Chatbots are intelligent machines that can help businesses save on customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions. Resolving low-touch customer requests, they deflect common issues and seamlessly hand off complex inquiries to a human agent. Natural language tools allow you to understand your customer requirements and deliver a data-driven intelligent response to your customer significantly improving CX.
VocalCoach offers fully automated quality assurance and call optimisation for every call. Innovative speech analysis technology allows organisations to monitor and improve conversations in real-time, as well as evaluate call recordings. The solution analyses agent and customer speech to provide live feedback to agents, team leaders and quality assurance teams about what is being said and how it is being said. It monitors stress levels, speech clarity and script adherence, all whilst the call is in progress.
Using Conversational Artificial Intelligence (AI), vecko listens to the Voice of the Customer “VoC” and extracts actionable insights from a wide range of digital media (with greater than 95% analysis accuracy) helping organisations identify and leverage the “why” hidden in NPS and CSAT feedback. vecko uncovers the real reason behind emotions, enabling their improved management: reduce those emotions which generate churn and increase the positive ones which lead to customer loyalty and stimulate buying behaviour.
Why Read This Report?
“The Inner Circle Guide to the Voice of the Customer” is based on surveys with over 200 UK organisations and 1,000+ interviews with UK consumers and will assist readers in choosing and building an effective VoC programme. The concise and objective analysis of complex issues provides valuable insights into the market landscape as well as the future of the Voice of the Customer.
What you’ll learn
- quick wins for a VoC programme and where ROI comes from
- most effective methods and metrics to use to gain actionable insight/li>
- best ways to get more high-quality survey responses
- how to use analytics to improve CX and VoC insights
- customers’ service expectations for each channel and which they want to use
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Supercharge your Customer Experience with the Right AI Approach
UC Today’s David Dungay talks to Alex Black, CTO at Enghouse Interactive, about where AI is having the biggest impact in the Contact Centre, how customers can approach implementing AI into their business and why using analytics helps improve CX and business outcomes.
Whitepaper “Chatbots, AI and Automation: Factors to consider when building into your contact centre”
This whitepaper highlights the key factors to consider when building Chatbots into your contact centre strategy.
Infographic “Getting the balance right – Chatbots and Agents”
The balance is not as easy to achieve as it first appears. Here’s our 5 key steps to getting the balance right with Chatbots and agents.
Whitepaper “Chatbots and Interactive Automation: Have you got the right balance?”
This whitepaper discusses the challenges you can face when working on a Chatbots and AI strategy for your contact centre.
VocalCoach – Product Brochure
This product brochure outlines the features, components and advantages of our real-time speech analytics software.
VocalCoach – Use Cases
Dive into the details of the VocalCoach Evaluators and their functions in day-to-day operations.
Infographic “AI empowers Super-Agents for improved CX”
This infographic highlights 6 major ways how AI can support service advisors in delivering the best customer experience resulting in happy and loyal customers.
vecko – Product Brochure
Understand the Voice of the Customer. Read up on how to gain actionable insights to optimise the CX as well as the top 10 benefits delivered by vecko.
vecko – Quick Solutions Overview
This 1-page-document provides a quick solution overview highlighting target users, use cases and benefits of vecko.
vecko – Whitepaper “Moving from customer experience listening to action through deeper insight”
This whitepaper explains how companies have to move from listening to insight, bringing together the CX with business data and using AI in real-time to drive the actions that matter.
About Enghouse Interactive
We are the world’s most reliable customer contact technology provider. Our global brand is built on our track record of consistently honouring our commitments to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of customer contact software and service solutions that deliver enhanced customer service and transform the contact centre from a cost centre into a powerful growth engine.
Our practices and solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on-premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere and via any channel.