Analyzes All Customer Interactions
Our ListenLogic platform allows companies to gather customer intelligence across contact center voice recordings, social media, email, surveys, text and more. Analyze your unstructured data with precision and facilitate action by consolidating customer channels into one central view.
Introducing ListenLogic 3.0
Turn your unstructured enterprise data into actionable insights. ListenLogic aggregates, normalizes, and enriches your Omni-channel feedback data so you can focus on developing insights. We created a DIY filtering language and classification engine so you can analyze your data with precision.
ListenLogic Natural Language Features
Advanced Topic Extraction
Use natural language processing, machine learning or regex classifiers to identify topics across all data sources.
Jumpstart your analysis by using off-the-shelf industry models to identify spam and categorize complaints, compliments or requests.
Identify entities and label by types such as person, organization, location, events, and products.
Securely connect data to a variety of data destinations, e.g. a data lake or visualization tool.
Identify and track user sentiment. Distinguish positive reactions from those that are negative or neutral.
On Premise or Cloud
Utilize ListenLogic as either an on-premise application solution or accessed via cloud API.
Address the most common use cases for sales, efficiency or compliance through pre-configured industry visualizations or create your own dashboards.
Self-Service or Managed
Work directly on the platform or let us manage it for you.
Increasing Contact Center Operating Efficiency
Leading national insurance company wanted to reduce contact center operating costs while improving customer satisfaction by analyzing customer voice calls, email and CRM in one single view.
With ListenLogic platform, the client analyzed policyholder voice calls and email interactions using voice-to-text and machine learning to capture policyholder and agent sentiment and topics of discussion. The analysis identified friction between multiple systems connected to their CRM, ultimately saving the client over $2.5M annually. The client modernized their CRM system to address these inefficiencies, realize the savings and boost customer NPS by 15%.
Detecting Product Quality Issues
Global food manufacturer wanted to proactively monitor product quality issues by analyzing contact center voice calls, social media, email, chat and text in real-time.
Using ListenLogic platform, the client integrated five unstructured datasets—including CRM and supply chain data—into real-time dashboards, using voice-to-text and machine learning to capture customer sentiment and topics of discussion. This sensing system reduced detection times by 24 hours versus the client’s previous monitoring efforts. In one case, the system detected a supply-chain issue in the Midwest based on “freshness” complaints detected on customer service calls. The plant was temporarily shut down to recalibrate a packaging sealer at the facility and then returned online within 6 hours.