Today's always-on customers continue to dial into your call center while engaging in more and more online behavior, so it comes as no surprise that it's challenging to connect and understand their interactions. OpenText Explore delivers cross-channel analytics to your enterprise, consolidating all customer behavior—whether direct or indirect, structured or unstructured—to identify patterns and emerging trends.
Go beyond surveys and focus groups to gain insights from data across every customer touch point, including call center recordings, chats, emails, and social media chatter.
Automatically organize and understand customer conversations to take advantage of the rich insights in call recordings.
Understand customer responses in the context of the experiences that led to those responses through cross-channel analytics.
Understand the comments in verbatim survey responses and other direct feedback, and sort them by concepts.
Aggregate data from hundreds of social media data sources to automatically identify emerging trends and prevailing sentiments to inform appropriate actions and responses.
Leverage flexible agent and customer behavior scoring models to define and calibrate interaction outcomes most relevant to your business context.
Gain unmatched insight into customer interactions, to identify and prioritize information without relying on tags, keywords, or metadata.
Bring together all channel data within one application, so you can look across data types and formats to gain a conceptual understanding of the entire collection of data ingested.
Understand emerging topics within your data by automatically organizing data into logical, similar groups (or clusters), to uncover concepts and ideas that can be used to find trends, chart success, or identify opportunities.
Automate the identification, scoring and tracking of agent behaviors and customer experiences in all recorded calls using advanced speech analytics