With the relentless growth in the amount of information and data generated in an increasingly digital world, organisations who are best able to harness information and turn it into actionable insight will be the most successful.
Organisations able to successfully leverage big data and voice analytics techniques can expect to significantly improve their business outcomes in a number of ways.
The ability to analyse big data in real-time and apply predictive analytics techniques has allowed our customers to rapidly respond and adjust their operations in line with fluctuations in demand or changes in the business environment, leading to improvements in business agility.
Most companies estimate they're analysing a mere 12% of the data they have - Forrester Research
We’ve also found that by harnessing and analysing larger volumes of information from multiple sources, risk vs. opportunity can be more confidently assessed – consequently improving large-scale decision making and reducing risk.
Big data can also hold the key to rapid innovation. Once you have a better understanding of your data, new insights into customer requirements and behaviours can be identified that can help shape new products and services and improve existing ones or streamline business processes.
For customer-focused organisations, voice analytics can be a game-changing capability. Enhancing the customer experience becomes considerably more achievable with voice analytics, as access to key words, common requests and frequent frustrations allow you to adjust your customer service approach as required. For our customers, voice analytics allows them to cut call resolution times, identify new sales opportunities and minimise customer churn.
Every two days, we create as much information as we did from the dawn of civilisation up until 2003 - Google
We have also increasingly focused our voice analytics expertise on minimising fraudulent activity for our customers, as real time voice and data analytics can rapidly identify unusual or suspicious customer activity, allowing your team to act as necessary to protect your business.
If you’re grappling with the challenge of understanding the potential of big data and voice analytics in your organisation, this is where we can help. We will work with you to design, deliver and manage a flexible and cost effective data and voice analytics capability so you can unlock the full potential of your business data.
Data Strategy and Architecture Our experienced consultants and architects work with you to develop your data strategy an enabling architecture.
Data Infrastructure We can design, implement and manage an appropriate data infrastructure – either on premise or cloud based - ensuring your organisation has on demand access to storage capacity and compute power to deliver data driven insight as an when required.
Analytics Tools We can design and deploy an appropriate analytics engine/toolset enabling the analysis of large volumes of structured and unstructured data gathered from multiple sources, and the visualization of insights derived from this.
Voice Analytics We can provide call recording and voice analytics capabilities that when integrated with CRM and sources of data provide powerful, customer-driven insight enabling services to be personalised, sales increased and potential fraud minimised.