Social Media and Speech Analytics

Multichannel analysis tools for your Contact Center

Social CRM

Fully aligned with our multichannel approach and aware of how much it has changed the communication paradigm between customer and company, we have added to our portfolio the best semantic analysis technology applied to the effective management of users’ interactions (tickets). This allows the contact center to answer to all requests coming from multiple support channels: Twitter or Facebook, email, web and more.

Social Media

Social Media Monitoring

Integrated into our solutions, this module allows you to actively “listen” to the information on the web regarding your brand, product and people to further deliver meaningful and quantitative business intelligence through the analysis of social presence, sentiment and opinion. We help you to get high impact market insights in order to identify areas of opportunity and define business strategies on a solid base.

Social Media

Speech Analytics

Ydilo provides Speech2Business Intelligence for Speech Analytics, which enables to classify user call drivers, analyze their feeling and sentiment, visualize time distribution reports (talk vs non-talk times), increase first call resolution (FCR), monitor agent performance and establish significant correlations between call types.

Your contact center will be able to capitalize on new business opportunities and improve operational efficiency and customer experience, thanks to our professional team of linguists and experts in business intelligence together with the market-leading phonetic analysis solution.

Social Media and Speech Analytics