IBM Debuts Customer Service Analytics Solution

IBM has introduced a subscription-based analytics offer that mines diverse data sources from customer service interactions, to deliver a single view of customer sentiment.

The computer giant has recently completed its $1.2bn acquisition of MR software and predictive analytics giant SPSS.

The new service, 'Voice of the Customer Analytics' (VOCA), draws data from audio recordings, call transcripts, e-mails, survey results and demographic data, to help businesses pinpoint the root cause of negative service experiences and improve customer loyalty.

Through a dynamic analysis process, VOCA can identify overall trends and highlight a specific product or service-related problem, as well as reveal issues in the dialog between customers and customer care reps. With these insights, the firm says that businesses can rapidly take actions such as adjusting call scripts or providing staff with new information before customer issues become widespread.

'VOCA draws on IBM's expertise in analytics, predictive modeling, information management, and deep industry knowledge,' said Robert Morris, VP of Services Research, IBM Research. 'The solution combines text analytics with traditional data mining tasks to deliver actionable insights based on information inherent in customer interactions.'

The new service is one of the advanced analytics solutions that comprise IBM's Analytics Business Process Services (ABPS) offering, which is designed to deliver fact-based business insights to decision makers.

Web site: www.ibm.com .