Analysis tools are a crucial requirement for every contact centre in today’s fast-paced, and evolving CX landscape. The only way to stay ahead of rising customer expectations, manage complex customer journeys, and drive meaningful results, is with the right insights.
Conversational Analytics, a sub-set of the AI landscape, is one of the most powerful tools in the AI ecosystem for today’s CX leaders. Offering a convenient way for business leaders to dive into the nuances of each customer conversation, these tools ensure companies can understand the intent, sentiment, and journeys of their audience.
With the right Conversational Analytics technology, companies can effectively personalise customer service, access new opportunities in self-service, and outshine competition. Here are just some of the top CX vendors specializing in conversational analytics today.
LevelUp
Offering a host of tools to help companies unlock the next generation of speech analytics, LevelUp is a market leader in the conversational analytics landscape. With this company, businesses can build their own custom web and mobile apps, infused with AI solutions for tracking customer sentiment, facilitating self-service and aligning customer journeys.
The LevelUp ecosystem makes it quick and simple to create state-of-the-art conversational platforms, with specialist services provided by AI experts. The team can help companies to build an incredible customer experience with prototyping for new apps and services. It’s also possible to use LevelUp’s technology to build more effective customer service roadmaps.
8x8
Long considered a market leader in the communications ecosystem, 8x8 offers a multitude of modular, intelligent tools to businesses. The organisation recently introduced the new “Conversation IQ” solution, to enhance both employee and customer experience with conversational AI. The quick and easy-to-use speech analytics service comes with ready-to-use reporting, and tools for tracking script adherence among contact centre employees.
8x8’s technology allows business leaders to immediately and automatically transcribe customer/employee interactions, providing valuable information on trends and client expectations. The capture and search functions make it easy to track valuable data, and there are solutions for transforming insights into visual reports.
NICE
NICE is rapidly emerging as one of the top market leaders in conversational AI for the contact centre. The company offers a range of digital self-service solutions for the modern business, including custom chatbots for any industry. Via the CXOne ecosystem, NICE customers can automate various voice and chat interactions with custom-built integrations, or bring their own bot into the platform.
CXOne “ContactEngine” also supports companies in leveraging the potential of conversational AI for proactive service. The solution can essentially pre-empt customer service needs at a glance, offering insights into intent and sentiment, and helping businesses to automate more of the customer journey. Plus, there are end-to-end analytics available throughout the whole CXOne environment to integrate with your conversational insights strategy.
Salesforce
One of the world’s most popular CRM companies, Salesforce has a host of AI-empowered tools ready to support business leaders. The company is responsible for the ground-breaking Einstein AI platform, which allows companies to gain powerful insights into their sales and marketing strategies. With Einstein AI and Salesforce, companies can build automated workflows designed to give agents instant recommendations on how to deal with complex customers.
Brands can use Salesforce for proactive insights, so it’s easier to pre-empt a customer needs long before they contact your company. Businesses can build their own virtual assistants for agents, with a combination of proprietary and third-party data, or simply design an effective chatbot. Salesforce even offers a wide range of courses to help companies understand how to use their AI systems.
Comviva
Comviva is a customer-centric company committed to making amazing CX more accessible to every business. One of the leading products offered by the organisation is the “Ngage” omnichannel platform, built to manage all of the digital communication and marketing endpoints used by businesses in the modern world.
