The Listening Methods Sound Analytics™ solution goes beyond identifying how self-service systems are performing to uncover how different types of customers are engaging the system and identifying which customer segments are unsatisfied. Further, Listening Methods illustrates why each customer segment is unhappy with the service they’re receiving.
The Listening Methods Sound Analytics™ solution delivers near real-time visualizations that illustrate the disposition of calls along with the financial impact of current IVR self-service system performance. Our Sound Analytics™ solution operates 24/7 to monitor system performance, enabling a unique view of call containment and improved customer satisfaction. This helps businesses spot emerging issues and opportunities for improving service and reducing costs. The Listening Methods Sound Analytics™ solution answers the critical questions of which system improvements need to be made along with which improvements deliver the most value.
The value of the Listening Methods solution is measured by the user's ability to understand all relevant self-service data in a way that empowers management to easily decide the best course of action and measure the results of those actions. Our Sound Analytics™ solution can increase call containment, reduce cost per call, improve cross-sell up-sell, ensure that calls are routed appropriately, and improve overall customer satisfaction. Listening methods Sound Analytics™ solutions:
