Contact Centers Reduce Customer Churn Twice as Fast with Lexalytics

Text Analytics Technology Above the Rest

This Customer Experience Management for Contact Centers company offers a suite of Customer Experience Management solutions and services for contact and call centers. Organizations rely on them for help in improving customer experience, lowering costs, and reducing customer churn. Traditional churn prediction models rely on data gleaned from transaction histories and demographics, but this method fails to incorporate dynamic consumer-generated input with real customer needs, wants, wishes and feelings. They turned to Lexalytics to fill this gap.

Text Analytics with Call Centers in Mind

Their team utilizes Lexalytics text analytics technology to process customer interactions and analyze consumer behaviors. Through their Semantria implementation, they analyze the text comments each contact center agent adds into their CRM systems at the end of phone calls. Semantria generates categories such as billing issues, product issues, service delays, and even competition references or contract inquiries from everyday contact center interactions, providing key differentiation to their predictive churn models.

In addition, Semantria also identifies customer sentiment from survey scores and keywords in each call log. This information offers a window into the intention behind each call and customer motivations, helping them drive a 2x faster reduction in customer churn for their clients. Since partnering with Lexalytics, they have retained several thousand customers for their clients, resulting in millions of dollars in additional revenue each year.

About Lexalytics®

Lexalytics processes billions of words every day, globally, for data analytics companies and enterprise data analyst teams that need to tell powerful stories from text data. The company’s Salience®, Semantria® and Lexalytics Intelligence Platform™ products combine natural language processing with artificial intelligence to transform text in all its forms into usable data. Lexalytics solutions can be deployed on premises, in the cloud or within hybrid cloud infrastructure to reveal context-rich patterns and insights for voice of customer, voice of employee, customer experience management, market research, social listening, news monitoring and other business intelligence programs. For more information, please visit, email sales(at)lexalytics(dot)com or call 1-617-249-1049. Follow Lexalytics on TwitterFacebook, and LinkedIn.