Dynamic analytics is Woveon’s ability to discover useful customer insights using a unique tagging model. Each conversation is tagged with an array of primary and secondary information to aid searchability and usability.
How does Dynamic Analytics it work?
Conversations are tagged with obvious information like the customer’s name and referenced product, but also with less distinct tags such as other conversations with similar topics or the sentiment of the customer. This allows for discovery of hidden customer intelligence beyond normal search criterias. Searches like “Give me a list of all the customers who bought product X in August last year but has never expressed negative sentiment in their communications” become possible.
This feature also works beyond the realm of customer communications and extend to the agents themselves. Managers can just as easily find a list of agents who had hit all KPI targets, but had more than 10 compliance red flags this month.