Metrica Systems Announces Social Media and Voice of the Customer Analytics Solution
Bangalore, India, July 28, 2011 : Metrica Systems today announced the availability of its Social Media and Cross-channel Voice of the Customer Analytics solution. The new solution along with the existing Unified Customer Experience Analytics framework will help customer centric organizations monitor and improve customer experience across channels holistically.
The Social Media and Voice of Customer Analytics solution aggregates and analyzes social media and other textual customer feedback messages from various sources such as CRM notes, Feedback Surveys and Call Center notes. It extracts sentiments relevant to the business, prioritizes messages and allows the business to respond to social media messages in real-time.
“Metrica's Unified Customer Experience Analytics is a very compelling solution for organizations wanting to differentiate on service and collaborate with their customers. We have extensive capabilities to extract actionable business insights from Email, Chat, Call Centre, IVR, Portal , CRM, Social Media and Surveys. Our Voice of Customer Analytics (VoC) solution with Sentiment Analytics capability helps organizations spot and respond to customer requirements and pain points very quickly” said D. Ayappane, Managing Director of Metrica Systems.
Customers continue to add more channels to the existing 16 channels of interactions such as voice, IVR, chat, email, service portal, social media, survey, SMS, video, remote support, blogs, forums, news, reviews, retail outlets and mail. It is really challenging for companies to listen to all the channels of interactions to understand the customer experience and provide timely feedback to customer care operations, sales and marketing teams for taking corrective actions. Metrica's cross-channel analytics solution precisely addresses this challenge by unifying the performance data from disparate sources and analyzing the same using advanced analytics and text mining techniques.
For more details, please visit http://metricasystems.com/Voice_of_Customer_Analytics_Solution.html
About Metrica Systems:
Metrica Systems is an innovative customer experience delivery and performance management products and solutions provider. Metrica's revolutionary Unified Customer Experience Analytics solution framework helps improve the overall customer experience across the touch points such as Contact Center, IVR, Web self-service, Social Media, Back-office and Retail outlets holistically.
Metrica's analytics solutions are customizable and cost effective. Our solutions deliver impressive financial results to large B2C organizations (such as telcos, banks, financial services organizations etc) and outsourcing Contact Center / BPO service providers.
For more details, please visit our web site www.metricasystems.com
