Globitel boosts customer engagement
Collection, analysis of speech logs to enhance interaction management
Globitel is showing its latest Customer Interaction Management solutions at GITEX TECHNOLOGY WEEK.
The solutions help organisations understand the customer perspective, act upon it, and drive customer-focus throughout the service organisation. It ensures continuous improvement by collecting and analysing the complete Speech logs from all channels and touch points and infusing it into daily service operations and across the enterprise.
Globitel’s Customer Interaction Management solutions empower businesses to harness customer interactions and deliver an experience that differentiates them from competitors, expands wallet-share and drives customer loyalty.
SpeechLog is designed to meet the compliance recording requirements of multiple types of channels including analogue, digital, IP and radio, using the latest technology standards. This solution can capture, index, and retrieve calls across thousands of channels and multiple sites, with a single point of administration and open standards storage.
Globitel’s Survey Management compliments SpeechLog & Retail Quality Management providing yet another tool for managers and supervisors to manage and analyse the QoS as well as gather data on products, processes, staff performance, and customer loyalty and satisfaction levels in real time. Survey results can then be integrated with Globitel’s Performance Management Platform to reflect any agent performance