Solutions for Analysts (1) Gaining insights from complaints

Problem Problems

Customer complaints that come into call centers can provide great insights for a better service if they can be spotted. However, with vast amounts of calls received, the traditional method of listening to each and every call is impossible, let alone finding customer complaints.

Enormous call data
Solution Solution

Using NTT Laboratories’ patented emotion analysis technology, ForeSight Voice Mining detects customer’s anger. Simply select “anger (emotional condition)” as a search condition on the Smart Call Search screen, and you can search all angry calls. Now you can:

  • • Uncover angry calls that were previously left undetected
  • • Gain insights to improve products and services
  • • Enhance talk scripts
ForeSight Voice Mining Enormous call data

Solutions for Analysts (2) Improve service by analyzing customer feedback

Problem Problems
Call centers collect a large amount of “VoC - Voice of the Customer”, whether it’s a suggestion about product improvement, a compliment for services, or a complaint about a particular agent. Although its value is immeasurable, the customer feedback is hidden undetected among vast amounts of data. Some companies create transcripts of calls but still are at a loss what to do with them.  Enormous call data
Solution Solution
ForeSight can analyze 100% of your calls, no matter how many they are. With ForeSight now you can gain insights from previously untapped VoC. In addition, we provide professional services to support analysis. You can dramatically improve your call center operation and your product and service offerings by gathering and analyzing VoC. PDCA
Solutions for Agents

Solutions for Agents

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Solutions for Supervisors

Solutions for Supervisors

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