3i Touchpoint Analytics
3i Touchpoint Analytics is a cloud platform for automated analysis of verbal communications between employees and customers. 3i Touchpoint Analytics provides continuous automatic monitoring of employee compliance with established standards or scripts of service in the course of verbal interactions with customers — at the cash desk or reception, in the shop, in the contact center, etc. Using 3i Touchpoint Analytics improves the quality of service, increases customer satisfaction, loyalty and sales, reduces churn. Analysis of the client’s speech improves customer experience management, allows to identify the main reasons of dissatisfaction, and timely respond to the emerged problem situations.
The solution is designed for continuous automatic control of employees in the course of verbal interactions with customers.
The solution can be used in all fields where there is a verbal contact between the employee and the client and there are standards of customer service:
- pharmacies (pharmacies);
- auto dealers;
- real estate agencies;
The software is delivered as a service (SaaS) or deployed on-premise both as a platform with API or as an end user solution.
The solution provides high quality analysis of the dialogues between employees and customers for compliance with service standards, execution of sales scripts, and resolution of problem situations.
3i Touchpoint Analytics can process both audio stream in real-time and audio records.
The solution is based on proprietary technologies of speech recognition and text mining.
The possibility of flexible customization to a certain domain provides high quality speech recognition and text analysis.
Using 3i Touchpoint Analytics improves the quality of service, increases customer satisfaction, loyalty and sales, reduces churn.