VoiceLens is now made more powerful with new feature called , Close-The-Loop (CTL). CTL has been built based on key feedback, and working in close coordination with our pilot users for VoiceLens.

VoiceLens , via its Visual analytics dashboards, surfaces key metrics, key concern areas and key focus customer datasets such as high-value customers, customers with negative/ positive/ neutral experience and more. Close-The-Loop provides the tools to take action on these key data-points and data-sets in a very focused and measurable way.

Customer Experience is a key determinant of business success. Close-The-Loop enables a step-wise process to enable a a focused follow-up with key customers and resolve their issues, as highlighted below

1. From VoiceLens Analytics dashboards, identify key customer data sets for a focused follow-up to resolve customer issues (for e.g. customers calls with negative sentiment).
2. These customer data sets are funneled to Close-The-Loop interface.
3. Via the Close-The-Loop interface, we can build automated rules to identify customer numbers that are “Eligible-to-call”, via a set of configurable business rules.
4. For the customers that are “Eligible-to-call”, CTL does automated call-outs with Voice prompts (configurable) to narrow down on the customers that have unresolved issues and wish to receive a call from the CTL agent for the same.
5. The customers that choose the option for a call-back by the CTL agent, CTL put these customers in the call-back queue, and as soon as a CTL agent puts his/ her status to “Available” in the CTL interface, CTL calls to the customer number and connects the call to the agent.
6. During the call between the agent and the customer, CTL runs detailed Voice Analytics on the call to identify for sentiment, key phrases, non-talk periods etc.