Call centers typically gather a vast amount of data from customer interactions, such as call recordings, customer feedback, call duration and more. However, it is often challenging to transform this data into valuable insights that improves customer service, operational efficiency and decision-making.
Simply having access to data is not enough. Organizations need to invest in data analysis and interpretation to uncover trends, patterns and actionable insights that can lead to improvements in call center operations, customer satisfaction and overall business performance.
Answering that call is OnviSource, a provider of Intelligent Transformation solutions with innovative AI-driven analytics and automation capabilities. OnviSource released Nexe'llecta, its new-generation analytics product infused with the transformative power of generative AI.
Nexe'llecta integrates the accuracy and focused analytical power of classifying AI with generative AI to offer the best results. Generative AI within Nexe'llecta analyzes interactions for compliance management, providing businesses with a proactive approach to mitigate risks and ensure adherence to regulations. Combined with OnviSource's deep understanding and experience in providing analytical solutions for a broad range of applications, Nexe'llecta is positioned to directly address a broad range of enterprise and call center challenges.
Nexe'llecta enhances customer experiences by deep mining and analyzing customer interactions through advanced sentiment analysis. It enables businesses to understand customer emotions, preferences, and needs, ultimately enhancing customer engagement, satisfaction and loyalty.
Efficient quality assurance, or QA, is also a benefit of Nexe'llecta as it automates the entire QA process, processing 100% of interactions with precision, ensuring adherence to quality standards, thereby reducing manual efforts, reducing expenses and enhancing overall efficiency.
Predictive and prescriptive analytics can be performed by Nexe'llecta as it forecasts future trends and behaviors and offers recommendations, empowering businesses to make proactive decisions and optimize strategies for improved outcomes.
Nexe'llecta is highly scalable and customizable for all sizes of companies and applications. Its architecture is designed to scale effortlessly, adapting to evolving business needs and providing customizable features to suit unique requirements.
"Nexe'llecta revolutionizes analytics by leveraging Generative AI to drive unprecedented insights," stated Brian Severson, Vice President of Product Management at OnviSource. "This marks a milestone in the industry, empowering businesses to unlock the full potential of their data and make data-driven decisions that propel them toward success."
The product that marks a new milestone offers insights and capabilities for enterprises and call centers requiring transformational improvements in three impactful areas of their business: employee performance, customer satisfaction and business productivity. Nexe'llecta by OnviSource is now available as software licenses or SaaS.
Be part of the discussion about the latest trends and developments in the Generative AI space at Generative AI Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.
Edited by
Alex Passett
