With Hermes Interactions Analytics, extract actionable insights from human conversations across all communication channels—voice, digital, chatbot, SMS, emails, 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 leverages AI to analyze 100% of voice calls and digital interactions, unlocking valuable insights previously untapped. By utilizing advanced data analysis, you can enhance KPIs, monitor agent engagement, and empower managers and supervisors for greater efficiency. Ensure first contact resolution and boost customer satisfaction by focusing on impactful conversations.
This approach will drive customer advocacy and business 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. Collecting customer feedback helps you prioritize actions, make smarter decisions, and quickly update your products and services to meet customer needs.
Additionally, the information you collect can provide insights into your competition. 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, and social media interactions. Discover key phrases and words used, assess customer satisfaction levels, and perform sentiment analysis.
Additionally, analyze the tone of voice and silences 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 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 are struggling.
Coach agents with shortfalls and use top performers’ conversations as best practice training for junior agents. With Hermes Interactions Analytics, you will improve contact center agents’ productivity and reduce their learning curve.
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, 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 and onboarding costs.
Leverage insights from Hermes Interactions Analytics to provide personalized, timely, and effective interactions. Enhance every aspect of the customer journey to meet their 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 increases the ROI of your customer service.
Most call centers only have insight into 3% of interactions on average. With Hermes Interactions Analytics powered by AI, you will obtain an exhaustive visibility of interactions, enabling continuous improvement through data-driven strategies.
Hermes Interactions Analytics keep data secured and preserves interactions privacy. Hermes 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 company’s needs.
