Contact Center, Customer Relationship Management, Sentiment Analysis and Voice of the Customer

Interaction Analytics: Listening in on the Omnichannel Customer Journey

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel

Omnichannel Sentiment Analysis Net Promoter Score Contact Center

Interaction Analytics Helps Companies Hear their Customers

DMG Consulting

JANUARY 24, 2023

The newer real-time IA applications analyze interactions as they are taking place and use the findings to generate actionable alerts or recommendations to managers, supervisors, and/or agents, to bring their attention to situations that require immediate remediation.

Contact Center

Contact Center Sentiment Analysis Text Analytics Omnichannel

Tech Customer Success

Interaction Analytics: Listening in on the Omnichannel Customer Journey

Interaction Analytics Helps Companies Hear their Customers

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