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Our Prosodica Assess solution provides a holistic view of a contact center’s operations to optimize representative performance and customer satisfaction.
Prosodica provides a prediction of the most salient topic occurring within a conversation to identify high-risk and high-effort topics.
Prosodica identifies word patterns that can be visualized as conversational elements or abstracted to represent key points in the customer journey.
Prosodica measures the friction experienced by a customer within a conversation to serve as an unbiased measure of process effectiveness.
Prosodica predicts the likelihood that a conversation involves a significant customer complaint in order to locate and classify CX risks.
Prosodica provides accurate predictions of the customer’s level of satisfaction within a conversation to measure the impact of process changes.
Prosodica provides actionable measures of call handling efficiency to highlight opportunities for handle time reduction and CX improvement.
In the wake of a global pandemic, a leading credit issuer was seeing signs of increased delinquency among their cardholders. Management needed a way to improve promise rates to help mitigate their downside risks.
Prosodica data showed that CSAT was insensitive to ASA at over triple that value, and that it dropped only when conversations were less engaged and more effortful.
Analysis of prior conversations allowed the business to prioritize contacts demonstrated to be 10 times as likely to result in a new promise, while consistent coaching improved negotiation effectiveness, which reduced average negotiation time allowing each representative to participate in 20% more negotiations.
“Being able to visualize the customer experience from detailed interaction patterns, to broad customer journeys transforms our ability to make effective process optimizations.”
