Expert data Analytics: Industry solutions

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Collections and receivables management businesses face the daunting challenge of collecting payments while remaining compliant with Fair Debt Collection Practice Act (FDCPA) regulations. Speech analytics can ease this challenge by analyzing every agent/customer interaction to eliminate call center compliance risk, improve agent performance, and increase recovery rates. EDA designs, implements, and supports compliance monitoring solutions for contact centers of all sizes.

Your agents are the voice of your business to customers and partners, so fielding effective, well-trained personnel strengthens your brand and improves the customer experience. Effective call center agent performance management is critical to a high-performance contact center's growth and revenues.

Whether your call center specializes in sales, customer service, or technical support and whether customer interactions occur across various channels, EDA can provide a solution to enhance your business operations. You can effectively manage agent performance by automating quality monitoring and reporting, allowing your business to focus more on coaching and training. This approach will help improve both agent performance and overall business outcomes.

As of 2024, over 1,713 electricity providers compete in increasingly deregulated markets. Since customers have more choices than ever, utilities must be mindful of providing quality customer service and support to keep and add customers. EDA will craft an analytics solution for energy and utility providers that reduces operational expenses, improves customer experience, and monitors agent performance – all attributes that will make your utility more competitive.

Stringent regulatory requirements and demanding customers challenge financial and banking institutions to deliver an excellent customer experience. EDA can assist with designing and delivering automated analytics reporting that will evaluate 100% of agent/customer interactions through automated quality monitoring reports for agents and agent teams. Then, based on categories, keywords, and phrases, deliver performance reports that can flag both compliant and non-compliant agent behaviors while providing insight into customer responses to your agents. 

The healthcare industry has never been more competitive, and patients have more choices than ever before. The market climate challenges healthcare providers and payers to keep pace with patient care expectations and regulatory compliance requirements while continually improving operational efficiency and profitability. EDA can design, build, deploy, and support an omnichannel analytics solution that will provide insights to improve the patient experience so they keep returning for care when needed.  EDA can build custom reports to ensure a positive experience. These reports can automatically monitor, analyze, and score 100% of interactions to reveal insights on patient and agent behaviors that impact business outcomes.

The contact center is the hub of customer interactions and, thus, the primary data source to measure your business's marketing performance. Since sales are tied directly to how effective sales agents are, the information contained in customer conversations can be used to more effectively target and promote marketing programs and identify new sales opportunities. EDA will provide an omnichannel analytics solution that delivers actionable sales and marketing insights and improves agent performance and your top line.

Keeping customers happy and coming back is the number one goal in the travel and hospitality industry. Traveling can be challenging when customers have to navigate many choices and sometimes manage unexpected changes in weather, flights, and bookings during seasonal fluctuations. Travel and hospitality businesses must delight customers throughout their experience or risk losing them for life - and customers willtell at least ten more people about their experience if it didn't go well. 

EDA can deliver an analytics solution that enhances the customer experience - whether on the phone, email, web chat, or social media - improves efficiency and keeps customers coming back time after time. EDA reporting will provide insights on customer needs, flag competitors, point to operations deficiencies, and more, allowing you to address them quickly before your customers decide to go elsewhere.