With Hermes Interactions Analytics tool, extract actionable insights from human conversations across all conversational channels—voice, digital, chatbot, SMS, emails, calls, and social media. Gain a far better understanding of your customers’ needs, your agents’ engagement, and your supervisors’ efficiency. Elevate Customer Experience to a Board-level business strategy.
Hermes Interactions Analytics plateform leverages Artificial intelligence (AI) to analyze 100% of voice calls and digital interactions, unlocking valuable insights previously untapped. By utilizing advanced data analysis, you can enhance KPIs, engagement and empower managers to be more effective. By proposing effective, impactful conversations, ensure first contact resolution and increase your customers’ satisfaction. Ensure first contact resolution and boost customer satisfaction by focusing on impactful conversations.
This approach will drive customer advocacy and sales growth.
Harnessing the voice of the customer is a powerful strategic lever for your company. Conversation recordings held by contact centers are a treasure trove of valuable information. Understanding the voice of your customers gives you valuable insights to better understand your buyers to improve sales and marketing actions. This tool collect customer’s feedback and helps you prioritize actions, make smarter decisions, and quickly update your products and services to meet customer needs.
Additionally, the information you collect on conversations can provide insights into your competition in no time. Using competitive information, like products, pricing strategies, and marketing campaigns, can help your business make strategic decisions and stay ahead in the market. This gives you a strategic edge in understanding customer needs and market trends.
A “Voice of the Customer” strategy gives managers and executives key insights for strategic investments and marketing plans. Your customer service team becomes a strategic steering center.
Delve into an in-depth analysis of customer calls, email communications, chat transcripts, social media and chatbots interactions. Discover key phrases and words used, assess customer satisfaction levels, and perform sentiment analysis.
Additionally, analyze the tone of voice and silences in calls to infer your customers’ intentions and emotions.
Predictive analytics can generate various scores from these interactions, such as the chances of a customer becoming a detractor or promoter and their tendency to make a first or second purchase.
Support your first-line managers with actionable dashboards to manage productivity. Understand group or individual performance against your own criteria.
Hermes Interactions Analytics features helps you track agent script adherence and evaluate interaction quality based on empathy and goals. Improve script effectiveness, detect and correct defects by understanding where agents and teams are struggling.
Coach agents with shortfalls and use top performers’ conversations as best practice training for junior agents teams. With Hermes Interactions Analytics, you will improve contact center agents’ productivity and reduce their learning curve.
Optimize your teams’ productivity with automatic call summarization powered by Hermes Interactions Analytics Artificial Intelligence. After each interaction, receive a concise summary of transcripts, highlighting key points and decisions made. This feature enables agents to concentrate fully on their conversation without fear of forgetting key information. This saves a considerable amount of time, making it easier to summarize calls and guaranteeing a reliable transcription of exchanges.
This solution makes sure conversations follow current laws and share legal information during exchanges. This helps maintain corporate integrity and reliability, while avoiding legal proceedings.
With the predictive technology integrated into Hermes Interactions Analytics platform, you can measure the level of dissatisfaction among your agents. It detects negative sentiments or fatigue. By acting early with coaching, incentives, work condition changes, and HR support, you will reduce churn.
These elements make it easier for your contact center to attract and retain talent, reducing recruitment, learning curve and onboarding costs in no time.
Leverage insights from Hermes Interactions Analytics tool to provide personalized, time effective, and efficient interactions. Enhance every aspect of the customer journey to meet their real desires. Build your brand image by creating happy customers who are more likely to stay loyal and increase repeat sales. This solution helps your business grow and improve the ROI of your customer service.
Most call centers only have insight into 3% of human interactions on average. With Hermes Interactions Analytics platform powered by Artificial intelligence (AI) features, you will obtain an exhaustive visibility of interactions, enabling continuous improvement through data-driven strategies.
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Hermes Interactions Analytics – Powered by Artificial Intelligence – keep data secured and preserves interactions privacy. Hermes Interactions Analytics scales with your business, whether you’re a small company or a large enterprise in diverse language markets. Plus, thanks to an Cloud or On-Prem deployment, you can choose the model that better suits your team’s needs.
