Real-time Call Center Monitoring
Product
- StreamAnalytix
Tech Stack
- Real-time streaming analytics
- Predictive Analytics
- Sentiment Analysis
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Telecommunications
Use Cases
- Predictive Quality Analytics
- Real-Time Location System (RTLS)
Services
- Data Science Services
About The Customer
The customer is a leading cloud-based communications technology company that offers hosted contact center services. They are focused on improving performance metrics, eliminating the guessing game of problem resolution, and dramatically increasing customer satisfaction. The company wanted a unified view into their infrastructure that would allow them to monitor calls in real-time. They are part of the telecommunications industry and their services are used by enterprises for customer service interactions and transactions.
The Challenge
A leading cloud-based communications technology company that offers hosted contact center services needed a way to improve performance metrics, eliminate the guessing game of problem resolution and dramatically increase customer satisfaction. To attain this, they wanted a unified view into their infrastructure that would allow them to monitor calls in real-time. In the battle for consumer loyalty, the contact center is at the heart of customer care strategies. It is the central hub of communications and customer service for enterprises and is responsible for the vast majority of consumer interactions and service-related transactions in today's market. The customer service touch points—such as resolving a complaint, taking an order, renewing a warranty or up-selling a product—are pivotal in accomplishing strategic business objectives.
The Solution
StreamAnalytix delivered a five-part solution: IVR Call Flow, Call “stitching” in real-time that includes the ability to view, sort, filter and zoom into a call. Dominant Path Flow, Insight into the top 10 most dominant paths a customer follows, including the ability to report the IVR. SLA Alerts: Service level alerts in real-time allow managers to escalate issues and resolve them as they are happening. Sentiment Analysis: The system performs real-time, multi-lingual classification and sentiment analysis of text data, including the ability to generate alerts on email and conversations happening in real-time. Predictive Analytics: A reporting tool provides the ability to generate historical reports for future pricing models and requirement identification. The reports can be viewed on the UI for analysis and enabling business decisions.
Operational Impact
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