Qfiniti Explore: Understanding the Voice of the Customer

Using Real Customer Data to Drive Product and Service Improvements

Your company can learn a lot from your customers. Customers provide insight on everything from buying behaviors and competitive threats to market opportunities and external perceptions. But, in order for your organization to leverage this valuable insight, it must first be able to capture, analyze, and access every recorded voice transaction between agents and customers in your contact center.

Download the white paper Understanding the Voice of the Customer to learn how companies can organize and access this strategic data with etalk’s speech analytics tool Qfiniti Explore. While other products have difficulty handling information that resides outside of a traditional database, Qfiniti Explore manages call recordings and other unstructured information automatically and efficiently.

In this white paper, you will get an in-depth look at the technical strength of Qfiniti Explore. Powered by Autonomy’s Intelligent Data Operating Layer (IDOL) platform, Qfiniti Explore understands recordings based on the context of the conversation and intelligently organizes them for retrieval. In addition, you'll see how Qfiniti Explore’s conceptual searching capabilities uncover call trends and other hidden information so you can gain valuable insight into customer behavior and leverage it across the enterprise.