Performance Management Featured Article
CallSource Relies on Interaction Analytics from NICE to Enhance Effectiveness
By Susan J. Campbell, TMCnet Contributing Editor
With Interaction Analytics from NICE, CallSource will be able to perform a mass-analysis of its clients’ customer call content, in addition to automatic call categorization, trending and root cause analysis.
The NICE solution will be put in place to categorize recorded customer interactions according to different criteria, a specific advertising campaign or analysis type. Next, trends will be mapped graphically to effectively reveal whether there was an increase or decrease in call type or in satisfaction levels.
Finally, root-cause analysis reports will be generated to provide CallSource's business analysts with an understanding of what went wrong, or right, and why. Such insight will enable the organization to learn from the situation and make continuous improvements.
Using this approach will enable CallSource to automatically identify their clients’ key business issues, prioritize them, and ultimately provide comprehensive, reliable recommendations to the required corrective action.
Jerry Feldman, CallSource's CEO, commented in a Wednesday statement, "We selected NICE's Interaction Analytics solution over the competition because it was the best solution to meet our business requirements.”
"We are happy to have been selected by CallSource to help them proactively identify trends, anticipate opportunities, and adjust processes to meet business objectives," said Barak Eilam, NICE's President of Interaction Analytics, in Wednesday’s statement.
One of the best ways to prove the value of a solution is to tie it directly to sales. Unfortunately, many solutions provide benefits that cannot be easily and directly measured in such a capacity.