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

Case studies

Telkom tower SA
Startek® Analytics boosted Telkom’s QoS by 6% and reduced Customer Effort Scores by 23% 

Telkom, South Africa's ICT leader, partners with Startek® to boost customer service excellence, offering end-to-end solutions, fiber, mobile, and IT services.

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Press releases

Startek IAOP 100 June 2024
Startek® recognized on 2024 IAOP Global Outsourcing 100® list 

Startek® is proud to be named on the 2024 IAOP Global Outsourcing 100® list for excellence in CX solutions.

June 2024

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Press releases

Stevie award for favourite product 2024
Startek® wins 2024 People’s Choice Stevie® award for Favorite New Products 

Startek® wins 2024 People's Choice Stevie® for Favorite New Product in AI – Other category at The ABAs®.

June 2024

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View all

Solutions

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

CX services
CX services
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Contact center technology
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Agent experience and effectiveness
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Intelligent automation and self service
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