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.

Create your own reports, or use our prebuilt templates, save and schedule your custom reports.

● Create your own historical reports using over 120 industry standard metrics, save and schedule custom reports .

● It's easy to make ad-hoc reports on the fly using our prebuilt templates. Available in flow graphs, dashboards, and tabular reports.

● Filter data by any combination of agent, team, skill or campaign - Just drill-down to quickly get to the root cause of a problem.

● The Vocalcom's Custom Report designer allows multi-channel contact centres to analyse performance data across multiple sites.

Deliver Great Customer Service, Everywhere. From your Call Centre to the Web and Social Media.

- Give agents complete customer view, cross-channel service capabilities and unprecedented ease of use

- Unrivalled capabilities and one powerful console that lets you engage with customers the way they want.

- Modernise to lower costs, while improving agent productivity, customer experience, and business agility.

- Vocalcom 's solutions enable a social media conversation to happen, but also to go to private conversation.

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