Bengaluru: Metrica Systems today announced the availability of its Social Media and Cross-channel Voice of 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 (10+ forums including Facebook and Twitter) 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 to deliver actionable insights.

For more details, please visit www.metricasystems.com/Voice_of_Customer_Analytics_Solution.html

Metrica’s other key solutions include IVR Analytics, Contact Center Performance Management, Desktop Analytics, Back-office and Outsourcing Partner Performance Management.