What is Contact Center Analytics? Call center customer analytics software systems are concerned with the prediction of future probabilities and trends. The central element of the system is the predictor, a variable that can be measured for an individual or other entity to predict future behavior.Contact centers use these programs to analyze their data, combining information on what has occurred in the past, present events, and projected future actions. Then they’re using the insight that they gain from this analysis to direct, optimize, and automate their decision making. This information is used to help improve customer experience management. Call center customer analytics software can mine recorded
interactions to surface the intelligence essential for building
effective cost containment and customer service strategies in order to
improve the customer experience. Contact center speech analytics
provides advanced functionality that can help you glean valuable
information from thousands of customer calls so you can take action
quickly.