Deliver Powerful Improvements From Valuable Data
Just like your competitors, we know that strong analytics and insights platforms drive change and innovation, inspiring new product offerings that boost your bottom line.
EXP+™ Explore uncovers those insights across multiple data sources to drive enterprise-wide decision making, discover business efficiencies and create stronger customer relationships.
Whether by leveraging cutting-edge technologies to extract value from your data through speech analytics, Voice of the Customer (VOC) survey data mining, customer experience (CX) consulting or more, EXP+™ Explore unlocks your contact data to deliver insights that create significant performance improvements for your brand.
Insights Driven to Bring Your Brand Closer to Your Customers
Understanding and responding to the needs of your customers is more important than ever before. Deliver actionable customer insights that impact every interaction in every channel to maximise experience outcomes.
Customer Insights allow you to harness data to answer the tough CX questions that will enhance your efficiency and bring you to the core of your customer’s needs.
Customer Churn Analytics
Tell your story and connect with your customers to increase customer lifetime value.
- Analyse customer touchpoints, identify customer dissatisfaction, and implement solutions.
- Identify opportunities to enhance performance, CX and employee satisfaction. Reduce waste and create efficient process flows.
Voice of the Customer
Understand your customer across all channels to create a more valuable experience.
- Identify opportunities to reduce customer effort, improving satisfaction and loyalty.
- Realise outcomes and deliver maximum potential through improved customer understanding.
Next Best Action for Increased Sales
Create value and stay a step ahead of the competition.
- Understand customers’ underlying needs to offer compelling products and services, increasing sales and creating additional revenue streams.
- Focus on customer drivers to increase satisfaction and loyalty.
- Develop offers that resonate to create greater efficiency.
Turn Every Contact Into a Wealth of Business Information
Understand, shape, and promote interactions that enhance compliance, experience and operational effectiveness with Interaction Analytics.
Performance Analytics
Use real-time insights to enhance the performance of your CX program.
Quality Assurance Automation
Target key quality elements with 100% coverage across your entire interaction volume.
Real-Time Agent Assistant
Convert data into always-on agent support to increase accuracy and reduce admin work.
Clickstream Analytics
Uncover the insights hidden in every click and see how your processes help or hinder your teams.
Sitel® CX Analytics Solutions Sell Sheet
Make your data perform at its maximum potential.
Know What Drives Behaviour, Respond With Ideal Solutions
Predictive Analytics protects your customers, your reputation, and your investment strategy by detecting fraud attempts early, reducing risk, and improving returns.
Compliance Analytics
Facilitate and process important data at a quicker and more efficient pace to improve fraud reduction rates.
- Identify bad actors
- Ensure agent script compliance
- Promote staff efficiencies
Social Fraud Engineering
Be proactive and alert potential customer information breaches and identify potential compromising situations before they occur.
- Reduce compliance risk
- Lower fraud risk
- Enhance product development
Make Analytics Your X-Factor
Having rich customer data is just the beginning. After fully understanding, dissecting and analysing customer and operational information, convert insights into operational efficiencies that increase performance and customer experience.
Simplify the Route to Powerful Performance Acceleration
Eliminate Bottlenecks
Identify Pain Points
Uncover Channel-Mix Insights
Drive Learning and Development Training
Mobilise Customer Insights by Combining Best-Of-Breed Technologies With Deep Analytics Expertise Across Every Vertical
Advanced Visualisations at Your Fingertips
With easy to use and intuitive ways to understand data, there’s no better way to uncover critical components of the customer journey that can truly make a difference to operations.
- Heat Maps
Prioritise actions and customers at risk, based on a combination of indicative factors. - Geo Analysis
Pinpoint regional patterns impacting customer experience (CX) or spikes in contact volume. - CX Experience Maps
Visualise the customer interaction flow and upstream events that drive specific outcomes. - Impact Analysis
Correlate and identify relationships by understanding impact between factors. - VOC and Sentiment
Understand Voice of the Customer (VOC) trends/spikes in keyword themes by feedback channel.
Seamless Integration with Systems and Information
Our Global Data Experts harness your data sources to understand the customer experience (CX) at every touchpoint, uncovering insights that make delivery of truly superior CX possible.
Within the EXP+™ architecture, products work together seamlessly, creating further efficiencies and generating even greater business value through easy-to-implement solutions designed to work together.
Sitel® Real-Time Agent Assistant
Transfer the workload of low-value business processes to automated support, enabling your talent to focus on high-value customer conversations.
Sitel® Digital Agent
An advanced artificial intelligence (AI) solution that exceeds the performance expectations of a traditional chatbot.
Sitel® Case Management & Orchestration
Make agents more efficient, support cost savings, and drive customer satisfaction.
Sitel® Digital Assistant
A full-time agent assistant, real-time coach and always-on knowledge manager rolled into one.
Sitel® Decisioning & Robotic Process Automation
Remove the human component from repetitive, complex, rule-based back-office actions.
Protecting your Brand’s Data Every Step of the Way
From Compliance to Proactive, Consultative Support.
Your customers rely on you to secure their data, and your business integrity depends upon it. Protecting your customers and your business means working with partners as committed to data security as you are.
For this reason, our analytics partners are required to achieve and adhere to the same set of stringent security standards that govern our own operations.
Close Collaboration
In a world of ever-changing rules and regulations, we work closely with your Information Security teams to ensure complete alignment with legal requirements and unique business architectures, whether at the local, regional, national or international level.
Best-in-Class Server Security
Information is secured, redacted, encrypted and accessed on our AWS, Google, or Azure instances. Regional hosting centres enable us to store your data at the most appropriate location for your business.
Our rigorous approach to the storage, analysis, and use of analytics data —including adherence to RTO, RPO, and SOC 2 methodologies— is designed to ensure complete and constant compliance, delivering business continuity and peace of mind for your company and your customers.
Uncover the Insights That Boost Efficiency, Satisfaction, Security, and Lifetime Revenue
Customer Satisfaction
After-Call Work
Add-On Sales
Fraud Identification
Discover CX Analytics from Sitel Group®
Customer Insights
Access customer intelligence to focus your CX strategy where it matters most. Impact every interaction, in every channel, to maximise satisfaction and loyalty.
Interaction Analytics
Whether via voice, chat, email or social media content, you can effortlessly monitor your agents’ performance, understand contact drivers, and reveal customer sentiment towards your brand.
Predictive Analytics
Stop reacting and focus your brand on the future. Predict consumer behaviours and needs to influence and design the best outcome.