Predictive Text Analytics by VOZIQ, 2018 Product of the Year

  2 m, 16 s

The other day, I woke up to see that VOZIQ‘s Predictive Text Analytics Platform has been named as the 2018 Unified Communications Product of the Year Award winner. What a great way to start my morning!

Many of our wonderful partners integrate our text analytics APIs into their own tech stacks. That’s why, perhaps more than most, Lexalytics measures our success by the success of our partners.

And I’d say today is a great success.

What VOZIQ Does

So, what does VOZIQ do? Here’s the 30-second version.

VOZIQ delivers Customer Experience Management (CEM) solutions and services for contact and call centers. These organizations rely on VOZIQ for help with improving customer experiences, lowering costs, and (ultimately) reducing customer churn.

In turn, VOZIQ uses Lexalytics text analytics technology to analyze natural language input and power their Predictive Text Analytics Platform.

It looks something like this (from VOZIQ’s website):

[VOZIQ-Dashboard.png]

Here’s a bit more background from VOZIQ’s press release:

“It gives me great pleasure to honor VOZIQ as a 2018 recipient of TMC’s Unified Communications Product of the Year Award for their innovative product, VOZIQ’s Predictive Text Analytics Platform,” said Rich Tehrani, CEO of TMC. “Our judges were very impressed with the way VOZIQ’s Predictive Text Analytics Platform offers a complete package to recurring revenue businesses to achieve breakthroughs in customer retention and service experience.”

VOZIQ + Lexalytics = Breakthrough Predictive Text Analytics

Here’s how the VOZIQ + Lexalytics partnership goes down:

  1. VOZIQ integrates Semantria API into their platform to analyze the text comments each contact center agent adds at the end of phone calls.
  2. Semantria generates categories such as billing issues, product issues, service delays and even competition references or contract inquiries.
  3. VOZIQ uses these categories (and the context they provide) to rapidly build and improve their predictive churn models.

Since partnering with Lexalytics, VOZIQ has retained several thousand customers for their clients, resulting in millions of dollars in additional revenue each year.

But don’t just take it from me. Here’s what Vasudeva Akula, VOZIQ’s Director of Data Science & Customer Analytics, has to say:

“Leveraging textual post-call notations from contact centers helped us in developing more accurate predictive models, which are capable of spotting preventable churn signals as they develop, leaving enough recovery time for contact center and marketing teams to prevent churn.”

(Quote taken from our VOZIQ + Lexalytics case study)

Congratulations to VOZIQ

Seriously, let’s give a big hand to VOZIQ! They’re doing great work and truly standing out in a highly competitive industry.

We’re very excited to continue working with them as they “plug the leaky bucket of customer value” (their brilliant words, I can’t take credit).

P.S. Curious to learn more about the Lexalytics difference? Check out our resources library

Categories: Announcements, Customer Experience Management, Partners, Voice of Customer