Reveal Hidden ROI with Customer Engagement Analytics

Automated analysis of the customer engagement is one of the most versatile and powerful innovations to become available to contact centers in recent years. Today, customer engagement analytics, sometimes called speech and text analytics, is being used to significantly reduce call times, raise agent productivity and increase revenues from sales and collections operations. It is also being used to improve adherence to best practices, improve compliance with TCPA (Telephone Consumer Protection Act), FDCPA (Fair Debt Collection Practices Act) and other regulations, optimize the customer journey across all contact channels and touchpoints, and provide a more efficient, satisfying, targeted and optimized customer experience.