Voice of the customer solution from IntelliResponse
IntelliResponse has announced VOICES, voice of the customer (VoC) software created to help enterprises visualize and derive actionable insight from customer questions posed on digital channels. The company says VOICES collects and automates authentic VoC data from client interactions across Web, mobile, agent and social channels, and transforms it into a collection of real-time customer insights.
VOICES is said to capture every question customers and prospects ask, in their own natural language, through any self-service interaction channel. Through linguistic and statistical native language processing, in combination with data visualization technology, says IntelliResponse, VOICES makes it fast and simple for marketers to identify and compare customer trends over specified periods.
The company explains VOICES data is automatically structured into organized and intuitive themes via a highly visual format, allowing marketers to explore trends or drill-down to the originating questions to help them understand exactly how a customer expressed a need or problem. Further, says IntelliResponse, VOICES enables marketers to identify changes in behavior and the marketplace to build a more accurate, thorough profile of customers over time.