The client aimed to improve customer experience by making quick decisions based on the Voice of the Customer. Their existing manual processes and disparate data sources caused delays and limited insights. After connecting with Sitel Insights, they were able to see actionable insights via integrated customer journeys and interactive visualizations.
Sitel Insights implemented Big Data integration and voice-to-text analytics to identify root causes of customer dissatisfaction, assess high volumes of customer interaction data and feedback and classify and disseminate the customer feedback.
$40K annual savings in time and cost through automation
Produced in 24 hours compared to seven days
Improved customer experience by identifying chronic issues and high-risk customers
Expected ROI in NPS, churn reduction, FCR and call deflection