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Voice of Customer ToolsOpenText Explore

Discover valuable insights with realtime Voice of Customer, speech and multichannel analytics.

OpenText Explore dashboard

What is Voice of the Customer?

Voice of the customer (VOC) is a term to describe the process of analyzing customer behaviors and feedback to help improve multichannel customer experiences. Using powerful speech analytics software and multichannel analytics, the best voice of the customer tools help enterprises identify and prioritize concepts across voice, text and social media interactions, without solely relying on tags, keywords or metadata.

Voice of the Customer overview

OpenText Explore is a business discovery solution that allows executives and call centers professionals to view cross-channel interactions collectively for a comprehensive picture of customer behaviors and relationships.

As a powerful customer interaction analytics tool, Explore enables the analysis of call recordings and chat sessions in combination with behavioral data from social media, worldwide blogs, web forums and news coverage, then mines this rich data dynamically for underlying meaning. As a result, actionable insight into customer behavior can be made available in near real time, not only to the contact center, but also to business units throughout the enterprise, such as marketing and sales. The information provides insight into engaging and highly-relevant customer experiences and makes it possible to more effectively resolve problems or improve sales across every channel.

Voice of the Customer tools

  • Voice of the customer surveys

    Uncover how customers really feel about products and services with VOC surveys. Enable interactive call center surveys to capture important customer feedback and have the flexibility to send digital surveys directly to customers’ mobile device with voice of the customer templates.

    Voice of customer survey on mobile device
  • Speech analytics call center tool

    Account for the variability in speech, such as language, dialect, accent, or emotion, by using technology to form a contextual hypothesis of what is being said. Improve call center coaching tactics by analyzing agent and customer interaction analytics in real-time.

  • Text analytics software

    Understand the meaning of text-based communications, such as survey results, complete with open-end verbatim or CRM notes, and automatically classify and categorize those interactions based on meaning as opposed to keywords.

  • Social media analytics tools

    Integrate data from social media sites, such as Facebook, Twitter and YouTube, to automatically identify emerging trends and prevailing sentiments with URL expansion and matching, format normalization, language detection, GEO-IP and Klout meta-data (where applicable).

  • Automated lead scoring

    Leverage flexible agent and customer behavior scoring models to define and calibrate interaction outcomes most relevant to business context.

  • Clustering analysis

    Automatically organize data into clusters to help enable call centers to quickly analyze cross-channel interactions without having to perform manual analysis.

Customer success stories

Benefits of Voice of the Customer tools

  • Customer experience analytics

    Understand and respond to the true experiences for specific customers, as opposed to siloed experiences based on legacy single-channel technologies.

  • Voice of the customer programs

    Make VOC software an integral part of any VOC program to uncover customer feedback and behaviors for better decisions and improved customer experiences.

  • Customizable dashboards

    Customizable dashboards present information visually for immediate impact and clarity with cluster mapping and interactive charting widgets, such as share of voice, spectrographs and sentiment trending.

  • Sentiments analysis

    Uncover sentiments expressed in responses to a post-call survey or comments on a website, from a grouping of especially successful sales calls, emotionally driven customer service interactions, or notes from a storefront.

Free demo: Voice of the Customer tools