Metrica Systems announced the launch of its Social Media
and Cross-channel Voice of Customer Analytics solution.
The new solution along with the existing Unified Customer
Experience Analytics framework will help customer centric organizations monitor
and improve customer experience across channels.
The Social Media and Voice of Customer Analytics solution
aggregates and analyzes social media (10+
forums including Facebook and Twitter) and other textual customer
feedback messages from various sources such as CRM notes, Feedback Surveys and Call
Center notes.
It extracts sentiments relevant to the business,
prioritizes messages and allows the business to respond to social media
messages in real-time.
Metrica’s Unified Customer Experience Analytics is a
very compelling solution for organizations wanting to differentiate on service
and collaborate with their customers. We have extensive capabilities to extract
actionable business insights from Email, Chat, Call Centre, IVR, Portal , CRM,
Social Media and Surveys. Our Voice of Customer Analytics (VoC) solution with
Sentiment Analytics capability helps organizations spot and respond to customer
requirements and pain points very quickly,” said D. Ayappane , managing director
of Metrica Systems.
Customers continue to add more channels to the existing
16 channels of interactions such as
voice, IVR, chat, email, service
portal, social media, survey, SMS, video, remote support, blogs, forums, news,
reviews, retail outlets and mail.
It is challenging for companies to listen to all the
channels of interactions to understand the customer experience and provide
timely feedback to customer care operations, sales and marketing teams for
taking corrective actions. Metrica’s cross-channel analytics solution precisely
addresses this challenge by unifying the performance data from disparate
sources and analyzing the same using advanced analytics and text mining
techniques to deliver actionable insights.
By Telecomlead.com Team
editor@telecomlead.com
