Customer Experience Analytics to give actionable insights to your call center team.

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Find the powerful insights hidden in your contact center interaction data. Discover unknown customer pain points by leveraging AI-powered data mining and automation to help create a smoother, simpler customer journey.

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Use customized dashboards to compare your performance against SLAs and key metrics, in real-time. Easily identify coaching opportunities and drive improvements in customer satisfaction.

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Turn real-time analytics into great customer service.

Make data visualization easier with a powerful business intelligence and reporting tool. Apply flexible filtering, scheduling, and customization options for a 360-degree view of your contact center performance.

​​Turn historical data into great performance.

Analyze 100% of your customer interactions to find patterns in customer intents and sentiment. Use speech and text analytics to explore new opportunities to automate tasks and mitigate customer escalations.

Turn every interaction into customer intelligence.

Easily create and deploy surveys on any channel to capture, analyze, and act on customer feedback with a Voice of the Customer (VoC) tool. Gain the insights you need to discover trends and identify opportunities to place the customer at the heart of the contact center.

Turn customer feedback into customer satisfaction.

Having all of those analytics really helped us take off the ground and become better at serving our customers.

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Surface key conversation moments, topics, sentiment, and discern customer intent to empower your teams to take the next best action towards a better customer experience.

Interaction analytics and sentiment

Proactively identify customer issues 24/7 and address negative situations before they escalate.

Real-time sensors and automations

Open a window into your contact center with real-time dashboards and reporting that drive better business outcomes.

Real-time dashboards

Make more effective data-driven decisions with powerful business intelligence.

Business intelligence

Go from real-time customer feedback to resolution in no time with fast and simple surveys.

Survey and feedback analytics

Benchmark your contact center against industry peers to help identify areas for savings and quality improvement.

Benchmark data

Improve customer experience by integrating real-time and historical contact center metrics into your BI systems, CRM, case management, and more.

Data APIs

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Customer loyalty is one of the larger goals companies strive for; without repeat customers, it’s much harder to grow as a business. Customer experience analytics is the process designed to gather customer data and study it to better understand how the company can promote customer engagement and reduce customer churn.

When gathering customer data for experience analytics, companies might look into metrics such as the customer satisfaction score, customer lifetime value, net promoter score (NPS), user demographics, and customer effort score. These values communicate how much effort and money it costs the company to acquire a customer, how much value that customer will bring the business throughout the course of their time as users, and finally, they can better understand their audience’s preferences and interests to improve the customer experience.

CX analytics are essential because they provide customer insights to fulfill their needs better. Additionally, they give the business a clear view of the entire customer journey to identify problem areas and fix them. Issues such as broken links, long wait times, or checkout malfunctions can all affect customer retention and acquisition.

Why is customer experience analytics important?

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The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively.

Talkdesk is great for a Sales Organization that has to be on the phone all the time. Also, if you use Salesforce it is amazing that it can link calls straight to their account.

Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not.

The Talkdesk support team does an amazing job making sure issues are solved timely and requests are fulfilled in the best way.

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

trustpilot

The Inner Circle Guide to Customer Interaction Analytics

2021 Talkdesk global contact center KPI benchmarking report

The future of AI in the contact center

Creating powerfully smart interactions with AWS and Talkdesk AI

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Experience the modern cloud contact center platform for every industry.

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The Talkdesk Customer Experience Analytics suite offers 7 powerful features to enhancing your business' customer experience. Learn more or get a demo today.

Customer Experience Analytics to give actionable insights to your call center team.

Unlock the power of data.

Turn real-time analytics into great customer service.

Turn historical data into great performance.

Turn every interaction into customer intelligence.

Turn customer feedback into customer satisfaction.

"Having all of those analytics really helped us take off the ground and become better at serving our customers."

Customer Experience Analytics features.

Interaction analytics and sentiment

Real-time sensors and automations

Real-time dashboards

Business intelligence

Survey and feedback analytics

Benchmark data

Data APIs

FAQs.

What is customer experience analytics?

What data does customer analytics use?

Why is customer experience analytics important?

Customers love Talkdesk.

The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively.

Talkdesk is great for a Sales Organization that has to be on the phone all the time. Also, if you use Salesforce it is amazing that it can link calls straight to their account.

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not.

The Talkdesk support team does an amazing job making sure issues are solved timely and requests are fulfilled in the best way.

Related resources.

The Inner Circle Guide to Customer Interaction Analytics

2021 Talkdesk global contact center KPI benchmarking report

The future of AI in the contact center

Creating powerfully smart interactions with AWS and Talkdesk AI

Please wait while we validate your privacy settings.

Customer Experience Analytics to give actionable insights to your call center team.

Unlock the power of data.

Turn real-time analytics into great customer service.

​​Turn historical data into great performance.

Turn every interaction into customer intelligence.

Turn customer feedback into customer satisfaction.

"Having all of those analytics really helped us take off the ground and become better at serving our customers."

Customer Experience Analytics features.

Interaction analytics and sentiment

Real-time sensors and automations

Real-time dashboards

Business intelligence

Survey and feedback analytics

Benchmark data

Data APIs

FAQs.

What is customer experience analytics?

What data does customer analytics use?

Why is customer experience analytics important?

Customers love Talkdesk.

The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

Related resources.

The Inner Circle Guide to Customer Interaction Analytics

2021 Talkdesk global contact center KPI benchmarking report

Please wait while we validate your privacy settings.

Turn historical data into great performance.