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 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.
point increase in NPS
increase in compliance
increase in digital containment
increase in cost reduction