Call Center Software Featured Article

Metrica Systems Announces Availability of Social Media and Voice of Customer Analytics Solution

By Deepika Mala
TMCnet Contributor

Metrica (News - Alert) Systems, an innovative customer experience delivery and performance management products and solutions provider, has introduced its Social Media and Cross-channel Voice of Customer Analytics solution.

Customer centric organizations, with the help of the new solution, will be able to monitor and improve customer experience across channels holistically.

The new solution will aggregate and analyze social media and other textual customer feedback messages from various sources such as CRM notes, Feedback Surveys and Call Center notes.

It will also extract sentiments relevant to the business, prioritize messages and help business to respond to social media messages in real-time.

“Metrica's Unified Customer Experience Analytics is a very compelling solution for organizations wanting to differentiate on service and collaborate with their customers. We have extensive capabilities to extract actionable business insights from Email, Chat, Call Centre, IVR, Portal, CRM, Social Media and Surveys. Our Voice of Customer Analytics solutions with Sentiment Analytics capability help organizations spot and respond to customer requirements and pain points very quickly," said D. Ayappane, managing director of Metrica Systems, in a press release.

As customers continue to add more channels to the existing 16 channels of interactions, it becomes challenging for companies to listen to all the channels of interactions to understand the customer experience and provide timely feedback to customer care operations, sales and marketing teams for taking corrective actions.

This challenge is very well addressed by Metrica's cross-channel analytics solution by unifying the performance data from disparate sources and analyzing the same using advanced analytics and text mining techniques to deliver actionable insights.

In technology related news, Soffront, a company that has been providing customer relationship management software for nearly two decades, and Giant Paintball, have joined forces to bring superior customer relationship management software to the paintball company’s growing business plans.