Reveal the insights hidden in your unstructured data with Startek® Interaction Analytics

Better understand customer behavior by combining voice-based and written data sources to uncover patterns and trends that drive better decision-making.

Interaction analytics is the practice of collecting, analyzing and using data from customer interactions to gain insights into customer behavior and preferences. This information can be used to improve the customer experience, optimize customer service operations and drive business growth.

By combining data from multiple sources, including phone calls, chat sessions, email communications and social media interactions, interaction analytics analyzes data to reveal insights and drive better decision-making.

Startek® Interaction Analytics

Startek® Interaction Analytics offers a holistic solution to analyze and uncover insights from your unstructured data. Startek Interaction Analytics offers multiple applications and can be rolled out through flexible quick-start deployments that use some or all of the modular platform.

Speech Analytics – employing advanced algorithms, including natural language processing (NLP) to analyze spoken language, speech analytics identifies areas where customers may be frustrated or dissatisfied and enables easy analysis of common pain points. By ensuring compliance adherence, spotting skills gaps and identifying cross and up-selling opportunities, speech analytics improves agent performance and drives customer satisfaction.

Text Analytics - by analyzing written text data, such as social media posts, customer reviews, emails and surveys, text analytics extracts meaningful insights and patterns. Text analytics uses NLP techniques to process and understand the text, then applies statistical methods to identify patterns and relationships in the data, delivering similar benefits to speech analytics.

Desktop and Process Analytics – by collecting and analyzing data about which applications are used and the amount of time spent on each one, insights are uncovered that identify areas for improvement. Desktop and process analytics uncovers opportunities to improve agent productivity and enhance the customer experience.

Experience Management – by collecting, analyzing and using feedback and data to understand and improve the customer experience, Startek® Interaction Analytics works across the entire process, from data collection and analysis to experience improvement and monitoring, ensuring improvements are sustained and CX remains at a consistently high level.

Features

Drive better decision-making by revealing actionable insights.

Effortlessly uncover insights hidden in unstructured data
Effortlessly uncover insights hidden in unstructured data
Ensure 100% adherence to compliance
Ensure 100% adherence to compliance
Identify opportunities for cross and upselling
Identify opportunities for cross and upselling

Impact

20

point increase in NPS

21%

increase in compliance

16%

increase in digital containment

5%

increase in cost reduction

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Insights

Blog

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From answering calls to shaping careers: My Startek® adventure

In this blog, we look at Nelly's Startek journey from agent to Talent Acquisition Manager.

September 2023

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Press releases

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Startek® named India’s Best Workplaces for Women 2023 (Large): Top 10 by Great Place To Work 

This accolade enforces Startek® commitment to foster an inclusive & empowering workplace for women. 

September 2023

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Blog

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How call center gamification improves agent productivity 

Learn how call center gamification improves agent productivity and increases customer satisfaction.

September 2023

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Blog

a group of diverse cultured people at work
Rising through the ranks: My path to success

Discover Hang Ho's journey from call center agent in 2017 to present day Operations Manager in Australia.

September 2023

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Press releases

Awards of happiness banner blue
Startek® Honduras celebrates dual workplace engagement achievements 

Awards of Happiness®, RRHH Digital and ALCEB commend the company’s inclusivity and leadership.

September 2023

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Guides & whitepapers

Startek Gamification whitepaper cover
Playing to win: Transforming agent experience with gamification

Get insights on the benefits, challenges and strategies for implementing gamification in customer experience.

September 2023

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Webinars & events

Call center agent attending a call
Open enrollment : Boost conversions with seamless contact center support 

Watch this webinar to discover how open enrollment boosts agent conversations and customer experience.

September 2023

Read more
View all

Solutions

Elevate your CX with modular solutions designed to grow with your business needs

A happy customer service agent talking to a customer
CX services
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CX strategy
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Contact center technology
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Agent experience and effectiveness
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A customer using self-service solutions in a customer support app
Intelligent automation and self service
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