Data Engineering

Our engineering solutions use big data, analytics, and data sciences to pull digestible insights from customer data at every level of your business and empower you to act on them.

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Omnichannel Analytics

ContactPoint 360 - Digital Marketing

Capture actionable CX data across all channels, from social media and email to phone calls and chat, and filter for the metrics that impact your business growth the most. We can build dashboards to get a 360-degree view of customer interaction, sentiment, and overall experience. You can customize views to reflect metrics you need to monitor, and analyze the data to effectively pinpoint areas for improvement.

Sophisticated Speech Analytics

ContactPoint 360 - Speech Analytics

AI-based speech analytics software platform allows us to scan 100% of customer interactions. An algorithm analyzes soft skills, compliance issues, hold time, and other KPIs specific to your business. Performance data is reviewed in client calibration sessions, and adjustments are made to optimize performance.

Predictive Analytics

ContactPoint 360 - Predictive Analytics

We build predictive models based on your customers’ behavior. These models allow you to retain customers and increase satisfaction by:

  • Predicting churn and responding appropriately
  • Offering highly personalized customer service
  • Segmenting customers based on a predicted reaction
  • Anticipating customer needs

Data Visualization Software

ContactPoint 360 - Data Analytics

Customizable, easy-to-use visual tools ensure none of your vital CX data gets lost. Whether you’re a startup with a handful of loyal customers or you’re working with an enterprise-level customer base, every piece of data is important as the next. Our presentation software makes data digestible so you can locate issues and lean into what’s working.

Intelligent Automation

ContactPoint 360 - Intelligent Automation

Using deeper segmentation and big data capabilities, our in-house engineers identify your biggest unnecessary time-sinks and automate them — ridding your workforce of repetitive processes, spurring CX professional productivity, and significantly reducing average handling time (AHT).

Tailored Insights

ContactPoint 360 - Business Automation

Our analytics architects leverage big data technologies to bring you insights specific to your industry. With the right metrics at your fingertips, every business decision is informed and precise.

Our industry experts, technology experts and data scientists will analyze, suggest and implement projects to set up, gather and analyze your data for actionable insights and growth of your business.

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ContactPoint 360 helps the world’s premier brands transform customer experience.

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