Analytics that transform the three most impactful areas of your contact center and enterprise
Automate the scoring and evaluation of every interaction using the power of Generative AI to answer the most important questions for your business and improve the quality and compliance of your workforce.
Powerful insights across customer interactions, surveys, desktops, and touchpoints deliver business intelligence that drives better outcomes and builds customers for life.
Seamlessly integrated analytics combine frontline contact center insights with enterprise data points to offer complete 360 degree views of customers and operations for increased business value.
Multichannel Interaction Analytics
A new-generation of analytics infused with the transformative power of Generative AI
Nexe`llecta breakthrough technology offers unparalleled insights and capabilities for enterprises and contact centers.
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Deep, correlational, composite and combinative mining
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Automated quality assurance
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Compliance management
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Call summaries that report turns in conversations along with sentiment, trends, predictive and prescriptive analytics
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Advanced insights regarding agent performance, customer behavior, loyalty, and churn
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Agent coaching and interaction resolution scoring
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Synthetic data generation and automation of AI machine learning
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Automated scenario testing and customer behavior simulations
Desktop Analytics
Get visibility into workflows and most everything your employees do at their desktops.
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Rapidly identify costly system, operational and performance issues.
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Monitor compliance issues that could put your organization at risk.
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Address internal demands and satisfy external requirements, including regulations that tightly control the distribution of sensitive customer information across a variety of industries.
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Provide visibility into the fulfillment process; alerts to see if agents are following processes in order to enhance the customer experience.
Survey Analytics
Delivering valuable feedback to determine sentiment and Voice of the Customer
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Notification and response management
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Customer survey analytics
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Collect and analyze insightful customer feedback data automatically
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Get bottom-line actionable knowledge based on scores, subjects and more to provide the true essence of your customers' sentiments.
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Survey analytics results can deliver subject and trend categorization, classification, and customer satisfaction scoring for CSAT, NPS, CES.
Customer Journey Analytics
Real-time insights into customer interactions before, during and after service.
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Fully integrated data analytics gathered from various customer touchpoints
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Unified results derived from interaction analytics, survey analytics, desktop analytics, and performance KPI
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Provides an overall analysis of interactions
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Data sources can include OnviSource and third party call routing and voice recording, screen captures, WFO and CXM analytics, chatbots, service fulfillment, post interaction customer feedback channels and CSAT scoring.
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