Customer experience is the most valuable differentiator your business has. As the marketplace continues to evolve, it’s becoming increasingly more difficult for business leaders to stand out. If you’re responding to your customer’s needs as and when they arrive, you’re already falling behind.
The good news is Artificial Intelligence and technology innovation can help.
By combining data collection processes, analytics, and machine learning algorithms, business leaders can use data from the past to predict the future. Predictive analytics gives you an insight into what your customers need, how your business processes are evolving, and more.
Let’s take a look at some of the best providers of predictive analytics tools.
1. 8x8
One of the most flexible providers of cloud communications and CCaaS technology available, 8x8 is changing the way teams access technology. Through the 8x8 Communications Platform on the cloud, you can access a host of analytics features, ranging from in-depth contact centre evaluations to instant alerts on customer and team trends.
8x8’s focus on innovative technology like artificial intelligence makes it easier for companies to collect and combine data from every potential interaction. You can customise your data collection strategy, using it to instantly pinpoint trends in client behaviour and update your customer service accordingly. Advanced navigation and reporting tools mean you can explore big-picture concepts and minute details in the same place.
You can even use 8x8 to find the root cause of customer issues and analyse the sentiment customers feel towards your brand.
2. Talkdesk
Among the fastest-growing communication companies in the world, Talkdesk is on a mission to improve the communication stack of every business. For companies keen to get to know their customers, Talkdesk has features like Talkdesk Explore, a business intelligence tool intended to make data exploration easy through customisation and filtering.
Within the Talkdesk environment, users can easily access, curate, and analyse interactions with customers in seconds. You can get insights into current and emerging trends, as well as picking up information on customer sentiment and purchasing intent. Talk desk’s in-depth AI solution makes it easy to track the best opportunities and the biggest roadblocks in your business.
Teams hoping to set themselves apart from the crowd with next-level customer service can even identify process automation improvements for CSAT and NPS while arranging real-time alerts about service and product issues.
3. UJET
UJET believes in delivering sensational customer experiences, in the new age of client interaction. As the world of human interaction continues to evolve, driven by the new trends that emerged in 2020, contact centres have had to transform too. UJET offers what it calls UCaaS 3.0, a contact centre system that issues contextual, predictive, and conversational CX.
In UJET’s state-of-the-art contact centre, you can unlock all the intelligence you need to understand what your customers need most from you, and how you can improve service experiences. The embeddable experience feels the same on smartphones and in the traditional contact centre. Plus, to strengthen your predictive insights, you can connect all of your interactions and CRM data in the same place.
The ultra-modern cloud solution unifies all of the omni-channel strands in your contact centre to help you understand what it takes to deliver truly frictionless experiences to customers. You can automate parts of your customer service journey and get insights without compromising on privacy.
4. Vonage
Vonage is one of the market leaders in customer experience and cloud communications. When the company partnered with NewVoiceMedia recently, it unlocked a new range of features to make life easier for companies in search of the ultimate CX experience. Through the Fliptop platform, Vonage can now give customers a fully predictive solution based on state-of-the-art data science.
Companies can easily score opportunities and leads in their pipeline and get insights by connecting thousands of different internal and external data strands. The truly predictive platform created by Vonage provides businesses with everything they need to improve sales and customer loyalty. Combine that with Vonage Conversation Analyser, and you can understand your clients like never before.
The AI-enhanced analyser service from Vonage can integrate with your sales and service cloud to track things like customer sentiment and expectations. You can also set up things like predictive and intelligent routing, to streamline the path to resolution.
5. RingCentral
Another example of a true innovator in the communication landscape, RingCentral has been delivering sensational cloud experiences for several years. One of the many things that companies can do with the RingCentral platform, improves CX by uncovering patterns in their customer activities and client relationships.
