Stay ahead of compliance violations

Stay ahead of compliance violations

Stay ahead of

Compliance Violations

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Optimize your sales performance

Optimize your sales performance

Optimize your

Sales Performance

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Enhance the efficiency of your customer service department

Enhance the efficiency of your customer service department

Enhance the efficiency

of your Customer Service Team

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Analytics & Insights

Analytics & Insights

Drive business transformation with actionable

Analytics & Insights

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Speech to text Analytics

Speech to text Analytics

Deep actionable

insights with Speech-to-text Analytics

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Home / Solutions / Etech Insights

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 professionals combine 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 the 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. This combination is powerful approach to overall performance enhancement 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


Download Case Study

Etech Insights helps Global Telecommunication leader to improve sales conversion with market intelligence study and analysis.

Companies invest strategically to implement live chat for providing sales and after-sales support to their online visitors and customers. It’s an ongoing challenge to improve and sustain conversion rates in order to meet aggressive revenue goals. Also, companies run promotional offers from time to time to drive attract more customers and drive sales and revenue. It is imperative for the sales team to know what customers are saying for the various promotional offers about the products and services offered to them and timely analysis can allow the companies to change their promotional offers to meet the customers’ demands while still being competitive.

Industry: Telecom | Service: Quality Monitoring and Analytics

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 each customer interaction touch points.

How will Etech Insights add value to your Business?

request a demo