9. Take Action
Field Teams
Crew
Leads
INTEGRATIONS
Customer and
Insights
Teams
Schedule
&
Process
Executives
C&I
Web /
Digital
Frontline
Teams
Accelerating impact from signals to action
1. Close the Loop with Individual
Customers
2. Coach Individuals, Teams
3. Quantify and Solve Root Causes
Capture Every Signal Analyze
AI-Derived
Themes
20+ Native
Languages
Athena AI Engine: Scoring and Tagging
Self-Learning
Sentiment
Rules-Based
Topics
● Emotions
● Customer Effort
● Agent Effort
● Call Experience
● Digital Experience
● Churn Risk
● Legal Risk
● Recognition
● Upsell
● Suggestions
● CX Health
● Digital: Frustration
● Speech: Overtalk
● Speech: Silence
● Acoustic Emotion
Text Analytics
Journeys
&
Profiles
Speech
Analytics
Digital
Analytics
Enterprise-Grade Security and Scalability
Multi-
Hierarchy
Org Sync
Best-in-class
Security
Integration
Layer
Self-Service
Admin Suite
Customer Data
(Demographic, Rate Plan, etc.)
Call Center Data
(AHT, Talk Time)
Channel
Journey
Email-to-Web Survey
Speech Analytics
Receive Bill & Pay Bill
Contact Center Help SMS & Messaging
Social Feedback
Web & App Surveys
Other Product Journeys
Branch Visit
Schedule Appointment
Video
Periodic Relationship
Chat Logs
Operational
Data
HRIS
(Org Hierarchy)
Digital Journey Data
(and Decibel Replays)
Start / Stop /
Transfer
13. Sentiment identifies how customers
are feeling about the Topics being
discussed
Unstructured Data
Why do we care about customer comments?
“Brand - Satisfaction” (Positive)
9 “I usually like your brand so I left a high
score, but the woman I talked to today was
so rude!”
“Staff Attitude” (Negative)