Call Center Software Featured Article

Metrica Systems Introduces Social Media and Cross-Channel Voice of the Customer Analytics Solution

By Madhubanti Rudra
TMCnet Contributor

Unified customer experience analytics solutions provider Metrica (News - Alert) Systems today announced the availability of its Social Media and Cross-channel Voice of the Customer Analytics solution. The new solution has been designed to help the organizations extract actionable business insights from Email, Chat, Call Centre, IVR, Portal, CRM, Social Media and Surveys.

In a press release, Metrica Systems explained that the new solution along with the existing Unified Customer Experience Analytics framework will help customer centric organizations monitor and improve customer experience across the channels holistically.

The Social Media and Voice of Customer Analytics solution aggregates and analyzes social media and other textual customer feedback messages from various sources such as CRM notes, Feedback Surveys and Call Center notes. The solution helps extract sentiments relevant to the business and prioritizes messages. These functionalities allow the 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 (VoC) solution with Sentiment Analytics capability helps organizations spot and respond to customer requirements and pain points very quickly” Managing Director of Metrica Systems D. Ayappane noted in a statement.

Social media interactions are on rise and it has become really challenging for the companies to keep track of all these channels of interactions, understand the customers’ demands and sentiments and get back to them with right measures. Metrica’s cross-channel analytics solution claims to addrress this challenge by unifying the performance data from disparate sources and analyzing the same using advanced analytics and text mining techniques.

In June last year, GlobalConnect Australia announced a new partnership with contact centre solution provider, Metrica Systems to market and sell its performance analytics solution portfolio, creating an end-to-end offering for Australian enterprises.