Contexta360 for BUSINESS OPTIMISATION
Measuring customer sentiment unlocks opportunity
Automatically detect and manage customer dissatisfaction
Contexta is able to detect sentiment within the voice calls as well as from digital channels such as chat, email or social. This gives a 360-degree view on customer sentiment and can be a KPI for the whole organisation or the teams within it.
A logical, role-based workflow
The C360 Dashboard is organised by business use case. Each use case has a status monitor page that provides targeted insight to enable you to drill down to the agent group, agent and then the call or chat interaction.
4 example metrics for business optimisation
Detecting silence is a way of identifying skills gaps or highlighting the need for training that can increase agent productivity.
Customer experience can be greatly enhanced as speech analytics can identify all calls containing “dissatisfaction” language or acoustics, including complaints, raised voices, and agents who talk over customers.
Call reasons brings clearer understanding of why your callers are calling you, by detecting certain words or phrases.
Adjust your agents’ ability to wrap up calls with more useful information or the ability to offer products or services that may be of interest to customers based on the conversation.
C360 gives you business-wide control
Our purchase options are designed to scale according to your needs
Whether you need a single use case, a combination of two or more, or a totally bespoke option – our CORE , BOOST and LOGIC solutions enable you to configure C360 to meet your requirements.
You can learn more about our solutions HERE