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Contact Centre Optimisation offers businesses the chance to use this interaction audio and data to improve customer experience.
Using machine learning and Natural Language Processing techniques to analyse audio recordings and transcripts, actionable insights will reveal the sentiment and subtleties of your customers' experience.
Use these insights to update your customer service strategy and optimise your contact centre experience to drive acquisition and retention.
Analyse actions within a call that led to a positive or negative sentiment or map the sentiment of customers through their onboarding journey.
Identify knowledge gaps and training requirements. Understand the patterns behind high performing teams and use insights to bring others up to the same level.
Automate engagement tasks off the back of sentiment analysis, including order status and delivery notifications or appointment reminders.
Layer speech to text data with existing customer data to offer product or service recommendations based on the customer’s specific needs and preferences.
Regular reporting enables you to track the impact of improvements you make over time, so you can continuously refine and optimise your approach.
Reduce customer complaints by drawing insights from past customer service calls. Use this intelligence to fix issues and reduce the likelihood of them being repeated
Enjoy confidence in our ability to deliver with our highly specialised data engineers, data scientists, consultants and digital marketing experts.
From our agile methodology to our customer-centric approach, we deliver outcomes that offer our clients real value and success.
Being New Zealand-based makes working with us easy. We offer implementation, support and delivery services, all in your own time zone.
167 Victoria Street West
Auckland 1010
New Zealand
42 - 52 Willis Street
Wellington 6011
New Zealand
