WHO WE ARE?
TRUSTED PARTNER FOR CUSTOMER EXPERIENCE
ANALYTICS TO EXCEED CUSTOMER EXPECTATIONS
In today’s evolving contact center industry, the ability to effectively analyze and act upon the customer sentiment and experience is critical to success. Etech Insights is an innovative one-of-a-kind solution for call center quality monitoring with its approach to total quality management. It is our strategic blend of quality experts, best in industry process, and AI powered technology that delivers a quality experience to support all facets of business.
WHAT WE DO?
GET ACCESS TO CUSTOMER EXPERIENCE
INSIGHTS
Our team of data scientists synchronizes human intelligence with the knowledge and power of Artificial Intelligence to identify performance enhancing behaviors and voice-of-customer insights that are not easily discernible through traditional quality management processes.
LEVERAGE THE BLEND OF ARTIFICIAL INTELLIGENCE (AI) AND
HUMAN INTELLIGENCE (HI) TO GENERATE BUSINESS INTELLIGENCE (BI)
PERFORMANCE MANAGEMENT
Our team leverages years of experience in contact center operations, quality management, and data science to look beyond surface level numbers to find trends that traditional methods often miss. We apply these lessons at scale by building our artificial intelligence engines around what your agents say and hear to get a more complete picture of your business and how that affects Agent performance.
- Predictive Behavioral Analytics
- Automated Training Assignment
- Automated Quality Scoring
- Training Needs Analysis
- Tenure Segmentation Analysis
CUSTOMER EXPERIENCE ANALYTICS
Our clients no longer wait for customer surveys or reviews to know how customers feel about the brand or how satisfied they are with products and services. Using our analytics engines, we can measure what is being said, and when it is being said, during conversations with agents. This gives leaders greater access to data across all conversations and makes the insights more meaningful.
- Predictive Modelling – CSAT
- Customer Effort Score Analysis
- Customer Sentiment Analysis
- Survey Analytics
- Customer Journey Analytics
- Product & Service Optimization
CONTACT CENTER EFFICIENCY
Traditional contact center management tools often provide data without context. This is where our methods of combining human experience and artificial intelligences excel. We can help identify not only when call states change, but why they change and the drivers behind the behavior to look for service level improvements.
- Time Series Analysis – WFM
- Self Service Analytics
- Pre-Built Reporting & Analytics
- Average Handle Time Analysis
OPTIMIZE SALES
Customer conversations are filled with data often overlooked without the partnership between experience and technology. Our teams help identify agent or script effectiveness by applying analytics to what is being said. This can drive change throughout an organization, from agent coaching to product improvement to marketing opportunities. These help drive overall performance in your industry.
- Competitor Analysis
- Marketing ROI Analysis
- Sales Loss Analysis
- Churn Analysis
- Optimum Behavioral Modelling
RISK & COMPLIANCE TRACKING
By applying our customized analytics and artificial intelligence engines, our clients quickly identify compliance opportunities quicker than when using traditional methods. This ensures greater agent conformity with required scripting or fulfillment obligations and reducing business vulnerabilities.
- Automated 360° Compliance Monitoring
- Real-Time Risk Monitoring
- Fraud Risk Assessment
CASE STUDY
Get Access To Customer Experience Insights
HOW ETECH’S INTERACTION ANALYSIS HELPED CUSTOMER IN CALL REDUCTION, ENHANCE CUSTOMER SATISFACTION AND INCREASE IN OVERALL EFFICIENCY?
Industry: Retail | Service: Quality Monitoring & Analytics
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How to uncover actionable insights from customer interactions
Microsoft estimates that 90% of all Americans consider customer service to be a discerning factor in which companies they choose...
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HIRE DATA
SCIENTISTS
Our team of on-demand data scientists & engineers can help your company accelerate your initiatives, generate insightful information and improve business performance.
QEVAL QUALITY MONITORING SOFTWARE
QEval is Etech’s home grown quality monitoring software that allows contact centers to monitor customer experience at every customer interaction touch point.