Customer experience is an ever-changing and ever-growing industry. Where historically the responsibility was siloed into a single department, it has grown into an all-encompassing corporate vision impacting all functions within all levels within an organisation. The challenge that rises from these changes is ensuring a top-to-bottom customer centricity that is both aligned with the customer experience strategy and the company’s wider business strategy.
Depending on existing infrastructures and organisational silos this can be a long and complicated process. Capturing and understanding customer conversations, data and insight has been a key focus for CeX leaders in helping them meet rising customer expectations. However, capturing relevant information and turning this into valuable and actionable insights to optimise CeX and drive business decisions has presented the biggest stumbling block for the industry in recent years.
Torquex – The Science of Conversations
Torquex are able to present to the market a CeX Services Management Platform which is able to effectively address these “operational and technical silos” that hinder CeX investment ROI.
Torquex is the only service management platform that can analyse and unify customer conversations across multiple structured and unstructured data/channel sources as one centralized continuous data stream.
Predictive Conversational Analytics
Torquex’s Predictive Conversational Analytics help customers to surface insights from their customer and agent conversations enabling informed decisions about the business, identify areas for process improvement and help improve customer experience.
Torquex’s Conversational Analytics combines machine learning and artificial intelligence to produce a context-aware Predictive Analytics capability that is based on business processes to help identify, improve, operational efficiencies and customer experience in an automated way. Armed with Torquex’s Predictive Conversational Analytics, Customers can begin to identify and implement higher-order business model change, build new feedback loops based on insight from sales, service, support and customer feedback processes across all channels. In addition, Customers can improve and reduce compliance and risk adherence requirements.
Torquex’s Predictive AI and machine learning platform is able to analysis thousands of factors by combining structured and unstructured data, to discover which factors are relevant to the business process outcomes and deliver these predictions in near real time. This results in “leaner” customer conversations, improved productivity, eliminating pointless activity between agent and customer, lowering cycle times, and raise the quality of outcomes for all parties across all channels.
For example, “Will this customer actually buy, is it worth spending longer on the call to close the deal? Will they make an appointment for a salesperson to visit? How at risk are they of churn, and what kind of retention offer should be made that’s appropriate to their needs?” These are examples of questions we are able to address, automate and drive profitable outcomes. Torquex Predictive insights can be used to, identify new and enhance current business processes, redesign of the whole customer interaction and business model.
The ultimate goal of data analysis is to gain insights, drive improvement’s and foster competitive differentiation.
Torquex’s professional services engagement model help organisations to prioritise projects and initiatives by aligning investment and ROI requirements with the broader customer engagement strategy.
We understand that your organization is under pressure to realize value quickly. That’s why we’ve designed the Torquex Cex services platform to easily scale, enabling you to develop beach heads, add channels, enhance key performance indicators, develop predictors and operationalise solutions across the enterprise.