With the use of Natural Language Processing and Speech Analytics, these customer conversations can be processed and transformed into structured data formats and shared across the enterprise. These customer call metrics range from CSAT scores to Agent efficacy, and can tell you a variety of things about your campaigns, brand, and business as a whole.

Listening to the true Voice of the Customer (VOC) has never been as critical and demanding as it is today. As each consumer’s needs are different, understanding each one is vital to providing a great customer experience (CX).

Creating powerful customer experiences requires your team to track and analyze every single conversation. As a result, more and more contact centers are heavily investing in tools to monitor the Voice of the Customer to help them keep up with high demands, expectations, increase sales and customer loyalty.

With voice analytics, you can automatically, score, categorize, tag and monitor 100% of your customer interactions. Voice analytics is a smart way to learn what your customers are saying and and understand the entire ecosystem.

Successfully utilizing customer voice data can increase customer loyalty, create better products, give better service and quickly understand customer experience by utilizing customer insights that are collected from recorded calls. Not only can you listen to your customer’s wants and needs, but it is also a way to collect information about how your employees interact with customers on a day-to-day basis.