VOZIQ’s Contact Center Analytics is a suite of big data solutions turning contact centers from cost-control centers to strategic customer intelligence hubs. The solutions use millions of agent notes, already captured in contact centers at the end of calls, as a strategic data source for extracting customer sentiment using advanced text analytics. Additional sentiment sources like customer surveys are integrated into the same data set, along with transactional and demographic data from Billing & CRM systems for unified analytics. These data points are transformed into actionable insights across various segments such as call reason, customer segment, geography, product, and customer tenure, ultimately optimizing your contact center and business performance. JOIN OUR QUICK START PROGRAM TODAY! Jumpstart your contact center transformation today by generating actionable customer intelligence that helps you enhance customer experience, retain valuable customers, and improve contact center performance. Put your contact center customer intelligence to work and grow your business. Contact us today! kbanga@voziq.com or 888-427-2328

1. VOZIQ’S CONTACT CENTER
ANALYTICS SOLUTIONS
Your contact center is the richest source of customer insights.
Now use that power and turn customer interactions into meaningful conversations.

2. 2
VOZIQ’S CONTACT CENTER ANALYTICS SOLUTIONS
VOZIQ’s Contact Center Analytics is a suite of big data solutions turning contact centers from cost-control
centers to strategic customer intelligence hubs. The solutions use millions of agent notes, already captured in
contact centers at the end of calls, as a strategic data source for extracting customer sentiment using advanced
text analytics. Additional sentiment sources like customer surveys are integrated into the same data set, along
with transactional and demographic data from Billing & CRM systems for unified analytics. These data points
are transformed into actionable insights across various segments such as call reason, customer segment,
geography,product,andcustomertenure,ultimatelyoptimizingyourcontactcenterandbusinessperformance.
You experience this scenario daily: You’ve used all the time tested strategies and have implemented the ‘best
practices’ but find yourself grappling with the most basic questions about customer needs and issues. We call
this the Customer Experience Puzzle.
Basic questions like ‘How can I improve customer satisfaction score?’ or ‘How can I improve first call resolution
rate?’ are only a part of this puzzle. The other part of the ‘Customer Experience Puzzle’ is tapping the richest
trove of customer data you have in the contact center.
Throughout the customer journey the contact center is the go-to place for customer questions, feedback and
complaints. Customers voice issues and concerns with your team. Your team documents these interactions,
asks questions, and tries to address issues. This dynamic - unstructured customer interaction data, full of
customer sentiment - is what companies fail to utilize to its potential. The failure is at contact center and the
enterprise level. Insights from customer interactions is ‘the missing piece’ of the Customer Experience Puzzle.
THE MISSING PIECE: CUSTOMER INTERACTIONS
Deep Customer Intelligence for Business Growth
• Behaviors
• Caller Intent
• Discontent
• Offers
• Competitor Mentions
• Problems
• Repeat Issues
• Resolution
• Billing Issues
• Customer Frustration
TRADITIONAL DATA SOURCES
FOR SEGMENTATION ENRICHED, INTEGRATED
Remove CX Blind-Spots!
Customer
Interactions
Customer
Info
Product
Info
Billing
Info
Payments
Others
Geo/
Location
Account
Info
Customer
Tenure
Issue
Categories
Sentiments Root Causes
Agent
Performance
Caller Intent
BEHAVIORAL EVENTS FROM CUSTOMER
INTERACTIONS (TEXT ANALYTICS)

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You’re already collecting customer information in the form of structured data fields, unstructured customer
opinions and agent comments from millions of customer interactions. VOZIQ’s contact center analytics so-
lutions ingests all your existing and new data, runs it through advanced big data analytics stack and returns
immediate ROI – all from the existing data!
VOZIQ’S CONTACT CENTER ANALYTICS –
TRANSFORM YOUR CONTACT CENTER
BREAKTHROUGH, CLOUD-BASED ANALYTICS
• Deploy big data analytics stack to generate
actionable customer intelligence and
improve the bottom-line
• Get benefits of cloud - scalability, agility &
flexibility for Hadoop-scale big-data sizes
• Natural language processing (NLP) to analy-
ze the unstructured textual data
• Huge library of industry-specific keywords,
data visualizations, reports and easily cus-
tomizable dashboards to drive actions
TRANSFORM CUSTOMER EXPERIENCE
• Extract customer sentiments from unstruc-
tured customer interactions and add them to
your survey samples
• Categorize customers based on their call
reasons, transactions, demographics and key
issues
• Automated root-cause analysis identifying top
categories leading to customer dissatisfaction
• Build proactive customer success strategies by
offering personalized interactions and solutions
PROACTIVE CHURN REDUCTION
• Develop predictive churn models by using
customer sentiment from agent notes, call
reasons, and surveys scores
• Integrate risk scores with IVRs to route calls
with highest risk to special teams to recover
from service issues
• Risk-based proactive customer contact,
loyalty and recovery programs
• Create companywide awareness of root
causes driving customer churn
OPTIMIZE CONTACT CENTER PERFORMANCE
• Identify top volume drivers with extensive
call categorization
• Repeat call & transfer reduction with call
category correlation and top reasons
• Volume reduction by identifying automa-
tion opportunities for Web & IVR
• Optimize call handling time with long call
root cause analysis
• Data driven quality monitoring, coaching
and agent development
Interactions
Customer
Experience
Transactions
Cost
Management
Churn
Reduction
Demographics
Actionable Customer Intelligence
Multi-Dimensional
Analytics
Engine

4. VOZIQ’s Managed Analytics Service offers unmatched time and cost efficiency, delivers immediate value, and
saves you the arduous task of setting up an effective analytics operation.
• DOMAIN EXPERTS: VOZIQ’s team of experienced and highly qualified analysts work as an extension
of your own team, and save you from the hassles and costs of hiring and managing contact center
domain experts
• FLEXIBLE ENGAGEMENT OPTIONS: Choose the team to be onsite, remote or at an offshore location;
change the plan anytime you want and manage costs
• PROVEN PROCESSES: Our teams follow proven six-sigma DMAIC process from problem definition to
measurement, analysis, improvement and ongoing monitoring to ensure sustained value
• TIME-TO-VALUE: Ready to go turn-key solutions that can be up and running in a very short span of
time by leveraging your historical data for immediate insights
Transform your contact center with VOZIQ’s unmatched cost efficient synergy of tools, people and processes.
VOZIQ’S MANAGED ANALYTICS SERVICE – QUICKEST
TIME TO VALUE
JOIN OUR QUICK START PROGRAM TODAY!
VOZIQ’s ready-to-go contact center analytics solutions enable immediate value with the data
you have already captured.
Jumpstart your contact center transformation today by generating actionable customer intel-
ligence that helps you enhance customer experience, retain valuable customers, and improve
contact center performance.
Put your contact center customer intelligence to work and grow your business.
Contact us today!
info@voziq.com or 888-427-2328
VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer
interactions to improve customer experience and contact center performance. Our managed analytics
services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.
ABOUT VOZIQ
VOZIQ, 11951 Freedom Drive, 13th Floor, Reston, Virginia, 20190, USA.
www.voziq.com