IBM to Apply Analytics to Improve Customer Service and Loyalty

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IBM today announced a subscription-based analytics offering called IBM Voice of the Customer Analytics (VOCA) that leverages new technology pioneered by IBM Research. Through advanced business analytics, IBM VOCA mines diverse data sources from routine customer service interactions - including audio recordings, call transcripts, emails, survey results and demographic data - to deliver a single, integrated view of customer sentiment to improve marketing effectiveness, enhance customer service and grow customer loyalty.

IBM VOCA is designed to help enable businesses to better identify and manage factors critical to customer satisfaction by pinpointing the root causes of negative service experiences. Through a dynamic analysis process that maintains strict customer confidentiality, IBM VOCA can identify overall trends and highlight a specific product or service-related problem, as well as reveal issues in the dialog between customers and the customer care representatives. With these insights, businesses can rapidly take actions such as adjusting call scripts or providing staff with new information before customer issues become widespread.



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