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Interaction analytics transforms raw customer data gathered across multiple channels into structured data. Channels include chat transcripts, social media posts, recorded contact center calls, SMS, and emails Interaction analytics helps users search, sort, filter, and analyze the data to deliver deep insights into customer sentiments, needs, preferences, and behaviors. The meaningful insights delivered, in real time, helps call center agents deliver personalized solutions, boosting overall CX and loyalty.
Using customer interaction analytics, contact centers can identify keywords like ‘disappointed’ or ‘awesome’ and combine them with conversational elements like voice pitch, volume, and length of pauses to create a deeper understanding of how customers feel. Additionally, it assists contact center leaders in evaluating 100% of interactions, resulting in a more precise and thorough quality assessment. Finally, customer interaction analytics play an important role in performance management, pinpointing individual training needs and enabling incentives.
