Voice of Customer Platform
Capture customer voice across all channels, transform it into AI-driven insights, and orchestrate real-time actions that improve experience, reduce churn, and drive revenue.
Listen Everywhere
Capture VoC across surveys, calls, chats, social, reviews, web/app behavior, and field operations.
Understand Deeply
AI-driven sentiment, topic clustering, intent detection, and root cause analysis.
Act in Real-Time
Trigger workflows, recovery actions, routing, and next-best-actions automatically.
Close the Loop
Measure outcomes, re-engage customers, and continuously optimize journeys.
Voice Sources
VoC Lifecycle
Capture
Collect structured & unstructured customer voice
Enrich
Combine with CRM, journey, and behavioral data
Analyze
AI extracts sentiment, topics, urgency, intent
Diagnose
Identify root causes and systemic issues
Orchestrate
Trigger workflows and recovery actions
Measure
Track NPS, churn, cost, and resolution impact
Use Cases
Insurance – Claims Journey
Problem:Customers complain about lack of updates after claim submission
Insight:Communication gap creates anxiety and low NPS
Action:Automated WhatsApp updates + SLA monitoring + case ownership + re-survey
E-commerce – Checkout Drop
Problem:High cart abandonment at payment stage
Insight:Friction in payment UX and trust signals
Action:Simplified checkout + 1-click payment + retargeting + UX redesign
Banking – Mobile App Issues
Problem:Frequent app crashes reported
Insight:Performance issue driving churn risk
Action:Real-time alert → fix rollout → proactive communication → sentiment tracking
Telecom – Billing Confusion
Problem:Customers don't understand invoices
Insight:Transparency issue creates distrust
Action:Bill explanation bot + proactive education + plan optimization
Metrics
NPS
Customer loyalty indicator
CSAT
Post-interaction satisfaction
CES
Customer effort score
Sentiment AI
Emotional tone detection
Topic Analysis
Root cause clustering
