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. read more

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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

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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

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.

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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