Use Cases

Use Cases

Drive Loyalty and Incremental Purchases

Reveal customer sentiment

Natural language processing to understand the exact customer sentiment from unstructured customer interactions

Identify top dissatisfaction drivers

Automated root cause analysis to identify top categories that drive customer dissatisfaction

Drive CSAT and NPS

Design data-driven strategies to improve CSAT and correlate multiple KPIs to drive NPS

Boost customer lifetime value

Proactively offer personalized interactions, offers, and solutions to your customers

Predict and Reduce Customer Churn

Reveal top drivers of cancellation

Analyze unstructured interactions to reveal the top call categories that are driving cancellations

Predict churn risk for customers

Predict churn score for every customer by using the sentiment from agent notes, call reasons, and surveys

IVR integration

Integrate churn scores with IVR and route calls from at-risk customers to specially skilled agents

Proactive customer retention

Churn propensity-based proactive customer contact, loyalty and recovery programs

Improve Operational Efficiency and Reduce Service Costs

Reveal categories driving repeat calls

Identify top call categories that drive repeat calls by applying text analytics on agent notes

Understand root causes of repeat calls

Automated root cause analysis to understand why FCR is low for specific call categories

Optimize performance and processes

Identify top opportunities to optimize processes, IVR design, and agent performance

Reduce cost to serve the customers

Identify top automation opportunities with unified analytics of agent notes, IVR logs, and call center data

Understand Call Context

Identify caller intent

Multi-dimensional text analytics on unified contact center customer data to understand caller intent

Correlate interactions with triggers

Correlate every contact center interaction or transaction with the root causes which could have triggered that event

Uncover the context of a call

Sequence interactions to understand what happened before and after a call for every interaction

Identify customer life cycle stage

Map customer journey events such as transactions and interactions to reveal the life cycle stage of a customer

Drive Business Growth

Offer consistent omni-channel customer experience

Use contact center data to identify customer pain points and gaps in services and processes across the customer journey

Improve customer engagement

Segment customers based on various parameters and create targeted engagement, marketing, and service strategies

Review competitive landscape

Review competitor mentions in the call center data and set competitor benchmarks. Leverage this information for future growth strategies

Create a customer experience-aware business

Remove customer blind spots, identify cross-functional collaboration opportunities, and put customer at the center of your the business

Found your use case but want to see the results before you commit?

REQUEST A PROOF OF VALUE (PoV) to see how VOZIQ’s powerful predictive text analytics addresses your key contact center challenges. VOZIQ’s data scientists will work with you to create a proof of concept for your specific use case.

VOZIQ’s obligation-free proof of concept will enable you to –

Leverage latent unstructured data within contact centers.
Create strategic intelligence about customer experience and key contact center KPIs.
Understand the root causes of dissatisfaction, churn, repeat calls, call transfers, and higher cost-to-serve.

Maximize the value of speech analytics.

VOZIQ ingests speech analytics intelligence as an input data source and complements the analytics.

Gain broader CX insights.

Unify every customer data source within contact center – not just speech – to gain deep customer experience insights.

Power of Predictive Text Analytics.

With VOZIQ’s Predictive text analytics, diagnose customer experience issues and predict their impact on the business.

Let us serve your Use Case

Talk to our retention experts to discuss your retention goals and create an AI-driven, profitable retention program at scale.