EDA Delivers
EDA delivers industry-leading consulting and managed services that combine real-world experience, tested technologies, and best practices to maximize the value from your speech and interaction data. Whether you need to optimize the performance of a speech analytics platform you have already deployed or require an expert team to implement and deliver results from your planned analytics initiatives, EDA is your first choice. Every solution we deploy is fully integrated with your existing contact center platforms and implemented and supported by EDA solution experts. EDA brings discipline to defining how a business’s goals are realized with analytics employing a guided discovery process that results in a roadmap to your successful business outcomes.
Strategy
EDA Omnichannel Analytics consultants meet with key stakeholders to document an understanding of your business goals and objectives. We conduct an end-to-end audit to deliver an analysis of people, process and data with an executable recommendation that EDA can implement or hand off to your organization to complete.
Implementation
EDA Omnichannel Analytics consultants focus exclusively on analytics and data solutions to provide a concentration of consulting experience and technology-agnostic practical ingenuity that is unique to the interaction analytics industry. We create close partnerships with our clients and transferring knowledge to their teams, so they can deploy processes to achieve a clear line of sight to interaction analytics success.
Insights
EDA delivers enterprise-level omnichannel analytics consulting services that drive actionable insights. We provide strategy, solution optimization, implementation, project management, maintenance, and training services that improve agent performance and the customer experience.
Optimization
EDA Omnichannel Analytics consultants deploy a continuous process of data analysis providing insights that lead to action. Reports are studied regularly to make sure the metrics are still relevant to your goals, and data is clean.
Maintenance
EDA Omnichannel Analytics experts are trained in the art and science of query optimization, report development and ongoing support. Analytics is not an off the shelf application, it is a toolset that delivers insights into a constant process improvement discipline to drive higher revenue and lower operational costs.
Project Management
EDA consultants engage with stakeholders to align business goals with project execution to deliver outcome-focused results. Our approach is established from a successful and diverse portfolio of experience with complex, high-risk projects using best practices honed from experience.
Training
EDA Omnichannel Analytics consultants provide ongoing education and training for your team, so they can be empowered to guide your sustained success.
Our Approach:
- We start by understanding your needs and assessing your technology infrastructure before devising a strategy for deployment
- We deliver a proven and consultative approach to researching, defining, and building speech analytics applications that help you achieve your business goals on time, on budget, and risk-free
- We practice a vendor-neutral perspective that ensures your business objectives are the priority
- We ensure that your business drivers and goals are mapped to the speech analytics solution that will truly transform the way you engage your customers
- We combine 20+ years of technical experience, industry best practices, benchmarks, and research to ensure that you have a strategic roadmap that will lead you to success
- We have deep experience in a variety of general and specialized development tools, platforms, and technologies including:
Workflow
Application Expertise
EDA’s experienced team of architects and developers are trained to provide analytics solutions that deliver integration within your existing environment. Our developers have expertise in a broad spectrum of technologies to ensure that existing applications communicate seamlessly with each other to reliably deliver project-planned results. Our robust, end-to-end application integration services include: