Voice of the Customer

Project Description

In today’s competitive market customer experience defines the true value of a business. Voice of the Customer is your key to grasp the spirit of your customer interactions. Through the collection, evaluation, analysis and reporting of multichannel interaction data you will effectively assess customer satisfaction, elaborately measure key performance indicators, powerfully optimise your quality management and gain invaluable insights to act upon for operational excellence.

SESTEK Voice of the Customer captures data directly from customers through customer feedback and indirectly from interaction records from all channels such as phone, social media or web. The combination of all the channels provides a holistic view of the customer behaviour and enables progressive and visually augmented analytics. The synergy of the individual components such as Quality Management and Speech Analytics allows for extended quality management capabilities and better judgment based on comparative evaluations such as between Quality Management and Customer Feedback. The components of the Voice of the Customer Suite are Call Recording, Quality Management, Speech Analytics, FCR Analytics, Customer Feedback and Social Media Analytics.

dreambox has integrated VoC from SESTEK (The world's leading Voice Analytics) directly into our Contact Centre and delivered this in the cloud. Find out how you can take advantage of this incredible technology with incredible results, in the cloud. For more information, contact This email address is being protected from spambots. You need JavaScript enabled to view it.

Project Details

Author: dreambox

Publish Date: Apr 03, 15