Collect and Analyze Customer Feedback
Listen, Interpret, react and Monitor
Convergys Analytics' Voice of the Customer is a software and services program that captures customer sentiment via surveys and other sources, analyzes data derived, and identifies insights to support change for those directly engaged with customer and for systems and process throughout an organization.
A key Convergys differentiator is to go beyond simple reporting by delivering a prioritized list action to drive CX change. Convergys then works with managers and frontline employees to make change happen with measurable bottom-line results.
Proprietary algorithms applied to survey selection & distribution to enhance feedback confidence. Proven ability to manage complex survey distribution hierarchies.
Goes beyond email to encompass all digital channels as well as feedback from indirect sources such as social media. Also includes non-digital sources such as field service surveys.
Applies statistical modeling and patented process to identify CX root causes. Provides a prioritized roadmap for tactical and strategic change.
Graphical web-based platform for identifying and sharing customer feedback as it happens. Send immediate alerts for corrective action with case management.
Feedback collected from agents and other employees is used to identify performance issues, attrition prediction, recruiting and opportunities to improve satisfaction.
A Business Process as a Service model enables remarkable efficiency. Convergys CX Analysts, Journey consultants and data scientists fortify your team for significant ROI.
Please call us or complete the contact form for more information about our services/solutions, or for our participation in your RFI or RFP process.
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