VOZIQ: Redefining CX Strategy With Cloud-Based Customer Interaction Analytics
With data explosion, aided by the proliferation of devices, organizations have started looking at Big Data in a different way. Effectively collecting, securing, organizing, and distributing the growing amount of data within the organization is becoming increasingly difficult and requires specialty skills. Especially when consumers are sharing on multiple channels, their dislikes, motivations, loyalties and preferences, organizations have started giving more importance to customer feedback as a critical element in the buying decisions of consumers.
It is not easy for every enterprise business to secure deep analysis skills as well as managers and analysts with the know-how to use the analysis of Big Data to make effective decisions. It is time-consuming and expensive for these organizations to build internal capabilities, especially when the limited pool of data scientists is in high demand. To address this situation, businesses are collaborating with external analytics companies as a way to evaluate the benefits of big-data analytics for them. This approach brings in expertise, as well as tools and processes for well-defined projects before scaling up the analytics programs, as well as enables the business to learn from the experience in order to build additional use cases to take the next big leap.
VOZIQ’s Big Data text analytics solution uses state-of-the-art infrastructure to gather customer data by using ready to connect data source connectors to integrate disparate, structured, semi-structured and unstructured data sources, both on premise and in the cloud. The solution smartly uses file system based/non-relational database’s like Hadoop and elastic search to process terabytes of data.
Analyzing unstructured data and extracting important insights from it is the key aspect of VOZIQ’s text analytics solution. To achieve this, the solution utilizes advanced techniques like machine learning and complex algorithms to understand customer intent from every day contact center interactions.
VOZIQ’s text analytics solutions have the capabilities of creating on-the-fly customer trial environment, securing the data using advanced encryption techniques, hosting the trial environment on secure cloud environment/data storage servers such as Amazon Web Services (AWS).
VOZIQ’s VSMART Text Analytics Solution for Contact Centers leverages AWS and Big Data technologies and has been designed on top of a powerful stack of text and predictive analytics technologies to extract real customer intent and effort on a large scale. VSMART integrates agent notes with IVR choices, CRM and billing information and applies text analytics to present a unified view of customer experience. “With the combined power of predictive algorithms and text analytics, this solution can answer critical questions like ‘What is driving customer experience?’ and ‘Is this customer at risk of cancellation?’ that are real concern for CX leaders”, says Suresh Akula, Co-Founder, and CTO, VOZIQ.
“VSMART analyzes text and understands the context of customer issues,” states Akula. VSMART’s text analytics capabilities transform integrated data into insights, which are mapped to various customer journey sequences and data segments to eventually improve customer experience, reduce customer churn, and optimize contact center operational costs. The application ingests the processed customer data and enables tracking of KPIs and conducting deeper analysis,” says Akula. The suite empowers clients with customizable dashboards, algorithmic capacity, and an advanced reporting module. The suite’s analytics capabilities in conjunction with its algorithmic capacity can gauge customers’ sentiments, forecast their journey events, and identify specific opportunities to transform the customer experience.
“We have been successful in delivering significant ROI to our customers with our proven cloud-based customer interaction analytics solution backed by data science team with deep contact center expertise,” concludes Akula.
(Source: Original article appeared on Siliconindia.)