Analytics gives you the power to extract valuable insights from huge datasets, upon which you can act to achieve your objectives. It also enables unstructured data (such as voice) to be converted to a structured form that can become part of the valuable data representing customer interactions in your contact center.

Your contact center may have many channels of customer communication, or you may use only the tried and tested, voice channel to communicate with your customers. But, whatever channels you are using, you want to get valuable insights from these interactions. Using speech analytics, desktop analytics, text analytics, IVR analytics and analytics from your customer interactions, you can extract key information, insights and notifications that can radically improve customer satisfaction and enhance agent productivity and performance through contact center analytics.

SigmaWay will help you in understanding the underlying issues in voice-based customer communication, synthesize many sources of information to get a true picture of the customer and hence enhance quality management and operational processes.