Customer Support
Data Analysis Solutions
Turn voice of customer
into actionable insights
Call center transcripts capture the content of direct communications you have with customers. These transcripts can provide unique insights enabling you to improve various aspects of your operation. However, call center data can represent complex dialogues that vary dramatically by industry and by the purpose of the call. Revealing insights dispersed throughout free text transcripts might be a daunting task if you do not have the right tools.
Solution
Megaputer provides a call center data analysis solution based on PolyAnalyst™ that simplifies knowledge discovery in call transcripts. The solution provides clustering and classification of documents, extraction of facts and patterns of interest, and elaborate sentiment analysis capabilities. It performs joint analysis of textual and structured data to determine key trends, relationships, and emerging patterns. The solution can be customized to perform an accurate analysis of your specific data and meet your needs precisely. It summarizes key findings in customizable graphical reports. Overall, you gain the ability to extract hidden insights from your call center data and timely deliver these insights to key decision makers.
How it works
The call center data analysis solution enables you to extract key insights from your call center logs and transcripts, reveal root causes of problems, and rank them by importance. Acting upon insights generated through text analytics, you can better focus your engineering, operations, and support efforts on addressing issues of key importance to customers, as well as train your call center associates to efficiently handle newly emerging issues. This will enhance your overall offering, the issue resolution time, and customer satisfaction.
Analyzing the Voice of the Customer with Text Mining
A major pharmaceutical company needed to analyze data streaming from its customers across the world: over 1.5M text communications received annually through multiple channels including call centers, conferences, online chat dialogs, and focus groups. It wanted to identify the most popular topics for existing drugs, and automatically detect key topics for recent launches.
Benefits
