Turning Customer Data into Strategic Action
ACI’s Customer Insights is a managed analytics and consulting service that helps our Clients improve their customer operation by providing insights based on data analytics.
Many clients have vast amounts of customer data, but often it’s fragmented and difficult to interpret into meaningful strategies. Our strength lies in helping you make sense of this information, weaving together different data points to reveal a complete picture of your customers’ journeys and their needs. This clear understanding empowers you to make informed decisions and take decisive actions, ultimately unlocking new opportunities for growth and elevating your service to a higher standard.
Our Four-Phase Analytics Framework
We begin by capturing a complete dataset of customer interactions, including:
Data is ingested securely via SFTP or API integration with your existing platforms.
Key Offerings/Features:
100% interaction analysis
Automated QA and real-time insights
Clear, strategic recommendations
Continuous performance tracking
Scalable impact across departments
Our Customer Insight analytics solution aims to deliver significant value by achieving several key outcomes:
Customer Satisfaction (CSAT)
It leads to an improvement in customer satisfaction, primarily by facilitating faster and more empathetic resolution of customer issues.
Loyalty & Retention
The solution contributes to stronger customer loyalty and increased retention by enabling proactive service recovery, which helps in reducing customer churn.
Net Promoter Score (NPS)
It elevates the Net Promoter Score through the consistent delivery of excellent customer experiences.
Team Performance
There is a boost in team performance within contact centers, achieved through coaching that is driven by actionable insights.
Operational Efficiency
The solution enhances operational efficiency by promoting streamlined processes and ensuring optimized allocation of resources.
Revenue Growth
It supports revenue growth by identifying potential upsell opportunities and simultaneously reducing service-related costs.
Unlocking Customer Insights: Our Approach to Voice Analytics
At Advantage Communications, we transform customer conversations into powerful insights. Our voice analytics tools go beyond just listening to calls; they help us understand what truly matters to your customers and how our team can deliver even better service. Here’s how we do it:
Smart Quality Checks & Performance Scorecards
We use intelligent tools to review agent interactions, giving us clear insights into performance. These scorecards help us guide our team members and celebrate their successes.
Diving Deep with Voice Analytics
We don’t just look at the surface! Our advanced Voice Analytics technology analyzes every conversation to uncover hidden trends in customer behaviour, how they feel, and what they prefer. This helps us understand the root cause of issues and gives our coaches the information they need to help our teams shine.
Easy-to-Understand Dashboards
We bring all this powerful information to life through interactive, real-time dashboards. These visual reports, powered by tools like Power BI, make it simple to track performance, spot opportunities, and see the positive impact of our efforts.
Chat Analytics: How an Airline Saved $148k on its Chatbot
Find out how our analytics can improve your customer journey and save you money
These tools are all about turning everyday customer interactions into valuable information. They help us continuously improve, set higher standards, and deliver real, measurable value for our clients.
The Viewpoints Blog
In our Viewpoints Blog you’ll find all the latest trends, opinions, views, ideas, insights and helpful advice you need to keep up-to-date with the call center industry.
