aura365TM – Omnichannel Analytics
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The digitally empowered customer of today is omnipresent across multiple channels. It’s therefore imperative for brands to invest in technology and tools which enable listening to the real “Voice of Customer (VoC)”. Traditional Contact Centre solutions are a wee bit focussed on Speech Analytics and thereby missing out on critical insights from non-voice channels.
Gnani’s AI-enabled ML-driven Omnichannel analytics gleans deep customer insights from various channels and presents them in a manner to enable actions for improving Customer Experience.
The Advantage
Deep interaction insights
Analyses customer interactions to discover deep insights, feedback, and sentiments across all communication channels.
Agent Assistant
Real-time data-driven recommendations for activities like up/cross-selling and next best action based on customer sentiments.
Downstream information
Equips leads and QAs with intuitive insights for agent coaching and training with scope for 100% QA automation.
Upstream information
Sanitised inputs and KPIs like product performance, service feedback, process improvements, etc.
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