The content of voice conversations can be studied and parsed into measurable data, and that study is known as conversation analytics. For contact centers, conversation analytics can be conducted over multiple channels to understand the customer’s experience, resolve issues faster, identify business trends, provide helpful support to agents during voice interactions, supplement agent training, identify both happy and disgruntled customers, and more. Conversation analytics can be useful for any business wishing to understand the customer experience in order to improve it.
Conversation analytics provide:
- Insight into the customer experience, business trends, and agent performance
- Actionable data for contact center improvement and training
- Higher levels of engagement between the agent and customer
- Conversation understanding across voice and IVR channels
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.