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Sentiment Analysis
LSIC's Sentiment Analysis solution offers businesses the chance to
listen in on their customers’ conversations across all social media
platforms. It can decipher whether customers comments are positive,
negative or neutral automatically. It can also determine possible
sale opportunities by steering comments that contain questions. As
a result, this allows call centers to better manage and direct
their customer calls to the appropriate agents based on the
sentiments and topics those customers expressed on social media.
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OmniCloud Powered by Genesys
IST OmniCloud Powered by Genesys is a cloud based digital customer
experience solution, that empowers you with pro-active and
connected Social engagement, Web engagement and Email engagement.
It connects all your organization digital channels together in ONE
Agent Desktop, using ONE reporting engine, with ONE unified view of
the customer journey and utilizing ONE routing engine to allows
powerful effective management of all your digital customer
interactions. This enables your organization to deliver exceptional
customer experience.
read more
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OmniCloud Powered by Genesys
The cloud hosted, fully connected digital
customer experience platform with optional Arabic Sentiment
Analysis to help improve customer acquistion, increase customer
loyalty whilst reducing your operational costs
LSIC's Sentiment Analysis solution offers businesses the chance
to listen in on their customers’ conversations across all social
media platforms. It can decipher whether customers comments are
positive, negative or neutral automatically. It can also
determine possible sale opportunities by steering comments that
contain questions. As a result, this allows call centers to
better manage and direct their customer calls to the appropriate
agents based on the sentiments and topics those customers
expressed on social media.
Solution
OutCome
Automation
Save time, money and learn more about your customers!
Automate a daunting process in your organization that is
otherwise carried out at a much slower rate by agents. Collect,
Filter, Measure and analyze customer’s sentiments
automatically.
Valuable Insight
Routinely create reports on all of your customer
sentiments. This way you will not only measure the
effectiveness of your marketing campaigns but you can also
learn how to better focus your future marketing efforts. With
reports you can learn about your customers, spot trends,
discover opportunities and develop your products and/or
services.
Actionable Intelligence
Act upon or ‘do something’ with the data you collect.
Customer calls will be more efficiently rerouted to appropriate
agents that can address your customer’s individual needs.
Solution
Benefits
Improved Customer Service
The solution will allow you to Improve customer
interactions as agents will have more insight about their
customer needs and therefore can better respond to them. Agents
can also more quickly attend to those needs, thanks to the
power of actionable intelligence; customers are directly routed
to the appropriate agents.
Reduced Operational Costs
Automating the collection, filtering and responding
process can save time, agent resources and ultimately
streamline communication between organization and customer.
Enhanced Brand image
People like their demands to not only be heard but
also acted upon promptly. Efficiently managing and addressing
customers’ feelings will strengthen your brand image in the
long-term.
Increased Customer Loyalty
Loyal customers are important for your bottom line -
Monitor your customer’s feelings and thoughts to better
interact with them, this will make them feel valued and
therefore increase customer loyalty.
Flame Detection
Avoid money loss and long time recovery from
unexpected events. With sentiment analysis you can predict
certain events based on your customer activity or attitude on
social media.
Key
Product Features
Precise Arabic
Comprehension
The Arabic language has very difficult and unique
grammar rules. Our gifted team of Arabic linguists has tackled
the obstacles many face when dealing with the complexities of
the Arabic language. Our solution is distinguished for its
highly accurate Arabic sentiment analysis.
Context Recognition
Context detection is crucial when measuring customer
sentiment, as human comments are not always easy to decipher.
Sentiments will be accurately filtered and measured taking
context into account. Comments containing sarcasm, humor or
use of metaphors and expressions will be detected and measured
accordingly.
Machine learning
capabilities
The solution accumulates data and continuously
enhances accuracy via self-learning. Therefore the model will
automatically grow stronger and more accurate over time.
Optimized for Cisco &
Genesys Contact centers
The solution can be deployed with Cisco and Genesys
contact centers within 30 minutes. Making the integration
process a five-finger exercise.
Email, Social, and Web Engagement
Your customer interactions on one powerful cloud solution
IST OmniCloud Powered by Genesys is a cloud
based digital customer experience platform, that empowers you
with pro-active connected Social, Web and Email Engagement. It
connects your organization’s digital channels together in ONE
Agent Desktop, using ONE reporting engine, with ONE unified view
of the customer interactions and utilizing ONE routing engine to
allow powerful, effective management of all your digital
customer interactions.
Connected Customer
Experience
Regardless of where and when your customers interact
with your organization, your agents will have a single view of
all your customer digital interactions, meaning, your agents
are fully equipped with customer interaction history and
content to react quickly and effectively.
A new standard in CX
The digital channel engagement solution powered by
Genesys, offers a rich set of features with powerful
customization, setting a new standard in dealing with customer
experience in the cloud.
Business Flexibility with
exceptional customer experience
Technological innovation is a double edged sword,
customer demand and usage are unknown quantities and when
demand does increase unexpectedly, scaling can be challenging.
The flexibility of IST’s OmniCloud offers you:
Opportunity to experiment: add new channels to
your customer experience with minimum investment combined with
rapid go to market turnaround.
Cost Effective Scalability: customer trends
change over the year, especially during holiday season, which
affects your customers and staff. With IST’s OmniCloud, pay for
what you use only and no more.
Summary of key features
| Web Engagement | Social Engagement | Email Engagement |
|---|---|---|
| OmniView Same agent desktop for all digital channels | ||
| OmniReporting Detailed and advanced realtime & historical reporting | ||
| OmniSupervisor Supervisors can monitor and assist agents across all channels | ||
| Proactive Chat | Proactive Social Care Engagement | Analysis and classification of email |
| Mobile Ready - pre-developed widgets for Mobile | Listen to 100% of customer online interactions | Discard Email (Spam) |
| Agent Guided script | Analyze and Prioritize the customer interactions | Natural-language processing and keyword/expression identification |
| Knowledge Base - Standardised responses | Interactions are routed /assigned to agents based on business rules | Approval workflows |
| Capture website events such as searches, timeouts as well as mouse and keyboard inactivity | Transfer Interactions to another agent or queue | Feedback for Email, post email surveys |
| Out-of-the-box rule templates and business rules interface for defining engagement rules | Supervisors, can monitor & conference on conversations | Add wrap up and notes to interaction |
Sentiment Analysis
OmniCloud can be integrated with IST’s own Sentiment
Analysis cloud solution which offers businesses the chance to
listen in on their customers’ conversations across all digital
social media platforms. It can automatically decipher whether
customers comments are positive, negative or neutral and route
these interactions intelligently, based on priority to the right
agent at the time.
Powerful Insights
Improving your customer experience requires
measurement. With Insights, knowing what works and what doesn’t
is vital so you can react and take action when required. You can
view end to end customer interactions to identify bottlenecks
and your organization can create customized dashboards, with
drill down capabilities to manage your KPIs.
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Sentiment Analysis Polarity
| Text | Polarity |
| Positive Confidence | Neutral Confidence | Negative Confidence | Question Confidence |
Last Transactions
| Statement | Positive Confidence | Neutral Confidence | Negative Confidence | Question Confidence |
Sentiment Analysis Aspect
| Text | Polarity |
| Arabic Aspect | English Aspect | Positive Polarity | Negative Polarity |
| Positive Confidence | Neutral Confidence | Negative Confidence | Question Confidence |
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