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. read more
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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Sentiment Analysis
IST'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.

 


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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.