Improve Your Contact Center Customer Experience Using Predictive Text Analytics

Posted by VOZIQ on February 23rd, 2017

Contact centers can gain insight into customer’s needs and wants from the interactions they have with them. Predictive text analytics can be an effective solution to improve the customer experience in your contact center, lowering your cost-to-serve, and reducing churn. Designed for contact centers, a predictive text analytics solution lets you make the most of latent customer interactions and transform them into sources of information for your customers. It is provided as an out-of-the-box solution that can easily be implemented in your business to improve your ability to understand your customers and deliver better services.

For predictive text analytics to be efficient, it must come with a closed-loop analytics framework and cloud-based text analytics platform to help predict and prevent customer churn and make your contact center more aware of its customers. The best platform has pre-built capabilities that can analyze and integrate every source of customer interaction and turn them into useful insights for your business. Predictive text analytics combines the power of predictive algorithms and text analytics to eliminate blind spots in the customer experience. This way, every customer’s intent or sentiment is easily demystified, so your contact center agents can easily recommend a solution and interact better with them.

Predictive text analytics enhances the contact center experience by extracting sentiments from customer interactions and mapping them with existing customer data to be segmented in a granular manner. Sentiments can be added to survey samples, and customers can be categorized according to call reasons, key issues, demographics, and transactions. Some of the best predictive text analytics platforms can automatically analyze the root causes of customer dissatisfaction and group them into categories, so you can easily plan solutions for them.

Using predictive text analytics, your contact center can come up with proactive customer success strategies as you improve your solutions and the way you interact with your customer. Customers can be more responsive to what you have to say if the interaction is tailored to their sentiments. With predictive text analytics, you and your contact center agents can make customer interactions more personalized. It may be used to help you develop recovery and loyalty programs for your churn reduction efforts, too.

About The Company:

VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.

Contact Details


Address: 11951 Freedom Drive,

13th Floor, Reston,

Virginia, 20190, USA

Phone: (888) 427-2328



About the Author

Joined: January 21st, 2015
Articles Posted: 16

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