Business Optimisation Solutions

Detect broken process, failure demand, trends and content gaps

Analysing agent and customer conversations is powerful, but processes, communications, systems and content often fuel a disconnect, with some topics and trends hidden. Contexta360 mines the big data across all of your channels to uncover insights. Optimising the way your contact centre functions is critical to delivering outstanding customer experiences and finding efficiencies that can increase staff retention rates, streamline your business and cut operational costs.

Are you analysing all your customer communication channels?

Customers expect to be able communicate with businesses via a diverse array of digital channels. Telephone communication remains an important component of customer service, but you may also be managing customer engagement across social media, email, web chat and other channels. Contexta360 makes sure all of your interaction channels are analysed, ensuring you get the right information.

Do you want to increase revenue?

Contexta360 gives you all the tools you need to analyse your conversations, measure their effectiveness and develop best practises to ensure that agents consistently adhere to the scripts and processes. Interaction analytics can assist with identifying the most effective selling techniques and identifying customer objections. Next best action guidance can provide agents with the most effective offers and language to increase sales.

Are you maximising your business intelligence?

Contexta360 quickly and effectively understands the intent of new conversations, helping agents to respond to questions more efficiently and to present the most relevant information from any data resource in real time. This is a significant improvement over the traditional approach to problem resolution, where agents to look up information during the call or, worse, put callers on hold to ask a supervisor for assistance or access resources from disconnected knowledge bases.

Do you have a 360-degree view of how your business is performing?

Many businesses cannot identify customers as they arrive in the contact centre from different touchpoints. As a result, they deliver an impersonal, transactional and ineffective service at a time when customer expectations are higher than ever. Contexta360 tags every touchpoint with rich meta data, and organises them in a logical way, enabling a more personalised agent-to-customer approach. This can help with repeat callers, complaints and escalations.

Do you want to lower your operating costs?

Contexta360 enables you to analyse the volume, content and outcome of interactions across all your communication channels. This enables you to lower costs by redirecting call flow more efficiently, whether human or automated, by employing optimal staffing and by resolving individual customer issues more efficiently.

Do you have trouble identifying broken processes?

Broken processes cause delays, which affects metrics and the level of service a business wants to provide to its customers. By digitally capturing customer conversations and analysing them with advanced AI and NLP, Contexta360 improves business insight and understanding, removes workload for agents and improves automation. Encapsulating the true content, intent, sentiments and context for interactions helps businesses to find the root cause of broken processes and take action.

Is your digital-first strategy working for you?

Digital engagement has gained traction over the past two years, with customers likely to connect with brands via chat, messaging and social media. Self service and bots are now very common, but research has shown that they are not always effective as invariably the customer ends up back in the human agent call queue. Contexta360 analyses all your digital and human channels giving you accurate performance statistics.

Do your human and digital channels provide consistent service?

Human and digital channels are fundamentally different. They each offer distinct capabilities with value propositions that appeal to different customers at different times. Instead of ignoring these distinctions, customer-centric companies should embrace them and ensure that customers receive the maximum value wherever they connect. Contexta360 delivers a consistent user experience for human and machine-based channels.