Understand the Voice of Customer - Enghouse Interactive
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Understand the Voice of Customer
Actionable Insights Top 8 Reasons to Use
To Optimize AI Insights – Vecko
The Customer
Experience Quickly Analyze
Customer Statements
Understand customer
Identify and Validate
Trends
Examine current realities
perceptions using explicit and identify emerging
and implicit statements areas of concern
Vecko Understands the Customer
Optimize Service Levels Accelerate New Product
Using Conversational Artificial Intelligence (AI), Quickly validate the Development
Vecko listens to the Voice of the Customer benefits or impacts of Identify usage trends
“VoC” and extracts actionable insights from a operational changes and product benefits
most appreciated or
wide range of digital media (with greater than superfluous
95% analysis accuracy) helping organizations
identify and leverage the “why” hidden in NPS
and CSAT feedback.
Vecko helps empower your organization to Intuitive Visual GUI Open Standards
Management Interface Based API
deliver a better overall experience, by quickly Quickly see and Integrate with 3rd-party
identifying the issues that help you extend understand trends on survey platforms and
the capabilties that exceed your customer’s mobile devices, tablets reporting tools
and laptops
expectations and resolve others before they
become serious impediments to retaining and
increasing customer loyalty.
Scale Easily Access From Anywhere
From small businesses Using any web-browser
to multi-site, globally
dispersed multi-national
organizations
“Verbatims”
Vecko simplifies the understanding of customer
feedback by leveraging its proprietary analytics,
custom developed algorithms, along with the
deep understanding of industry-specific linguistics,
terminologies, phraseologies and other proprietary
approaches to deliver over 95% accuracy of
customer statements made. No additional parsing,
processing or validation required.
Extract Actionable Insights From Your Customer’s Experience
Top 10 Benefits Delivered By Vecko
Understand What to Focus On
Assess the Complete Customer Journey by easily gathering and extracting insight from the beginning
1 to the end of the engagement, to better understand each discrete experience at every touch-point,
and how each impacts the customer’s overall perception
Work with What’s Provided to simplify the analysis with semantics-based analytics using Natural
2 Language Processing (NLP) and emotional intelligence-based analytics which understand customer
verbatims without needing additional contextual validation
Complete the “Why” Analysis to quickly understand the reasons underlying the customer comments,
3 cross-analyze NPS, CSAT and other feedback for more extensive Customer Experience (CX) analysis,
recommendations are provided within minutes
Broaden Perspectives using explicit and implicit statements and inferences to undertake Topic,
4 Emotion and Risk Analyses quickly identifying developing issues i.e. legal exposures, potential for
fraud/fraud confirmations, propensity to churn, loyalty
Detect Recurring Topics and Intent which help to develop data-driven product and service evolution
5 strategies which further optimize the overall Customer Experience (CX)
Maximize Overall Agility
Optimize All Processes including customer acquistion, ongoing customer nurturing, and retention
6 through in-depth brand, product, service satisfaction analysis
Automated Analyses can be regularly scheduled to extract ‘real-time’ actionable insights from rapidly
7 evolving customer feedback, without the need for manual intervention
Privacy is Respected by only using metadata, excluding all personal information, while ensuring
8 nothing is retained or aggregatedEnhance Operational Flexibility
9 Visual Dashboards are intuitive and easily modified, clearly illustrate findings and recommendations
Analyses can be Undertaken Locally, Regionally or Globally with actionable recommendations sent to
10 the appropriate teams for implementation
Complementary Solutions and Consulting Practices
Choice of Deployment OptionsAbout Us
We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of
consistently honoring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center
software and service solutions that deliver enhanced customer service and transform the contact center from a cost center
into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer
interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.
Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory
requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our
customers can be reached by their customers – anytime, anywhere, and via any channel.
Corporate Office North America
Enghouse Systems Limited Enghouse Interactive
Contact Us 80 Tiverton Court, Suite 800
Markham, Ontario L3R 0G4 Canada
16605 North 28th Ave, Suite 101
Phoenix, AZ 85053 USA
to Learn More Tel: +1 905 946 3200
Email: info@enghouse.com
Tel: +1 833 ENG INTv
or +1 833 364 4688
Email: Hello@Enghouse.com
With over 35 years of deep contact center
expertise, our team of experts are ready APAC & ANZ DACH & BENELUX
to optimize a solution that’s right for your
Enghouse Interactive ANZ Enghouse AG
contact center, today and tomorrow. Suite 703, 80 Mount St. Neumarkt 29-33
North Sydney, NSW 2060 Australia 04109 Leipzig Deutschland
Visit us at EnghouseInteractive.com Tel: +61 2 8064 9520 Tel: +49 (0)341/41584-0
Email: APACMarketing@enghouse.com Email: vertrieb@enghouse.com
or contact us in North America at:
hello@Enghouse.com or
+1 833 ENG INTv (364 4688) EMEA Spain, Africa & CALA
Enghouse Interactive UK, Ireland & SEMEA Enghouse Interactive Spain - Madrid
Imperium, Imperial Way Orense 68, 4º
Reading, RG2 0TD UK 28020, Madrid – Spain
Tel: +44 (0) 20 3357 3040 Tel: (+34) 93 10 10 300
Email: marketingemea@enghouse.com Email: presence.info@enghouse.com
Enghouse Interactive AB
Torggatan 15
SE-171 54 SOLNA Sweden
Enghouseinteractive.com Box 1078
SE-171 22 SOLNA Sweden
Tel: +46 (0) 8 457 30 00
Email: infosweden@enghouse.com
EI-NA-EX-AI Insights-Vecko Brochure 2020-9You can also read
