Converge Voice of the Customer consists of three key data gathering technologies:
Most organizations start their VoC programs with Converge VoC Survey because most have experience with customer survey research, so starting here is familiar ground. Converge VoC Survey uses full range of data collection media – everything from paper to web-based surveys and including telephone-based data gathering. This is all managed through our secure data gathering network, SurveyNet, that supports global data gathering capabilities.
More importantly, Converge VoC Survey is an analytic research methodology. Statistical significance is replaced with real world, economic significance while both quantitative and qualitative data undergo integrated analysis to produce a rich understanding of customers and customer behavior.
Organizations gather large quantities of data about customers and only a very small portion of this data comes from survey research. Most of it comes from customer interactions with company personnel. Almost all of it goes to waste. Part of the problem has been the lack of reliable software capable of analyzing this data properly.
Converge VoC Data Base can mine your databases for quantitative and, when combined VoE Integrated Text Analysis qualitative data including advanced text recognition and semantic interpretation allowing Converge to read any text information in electronic format, from call center data to notes and files provided by field personnel and front line staff. If it is in text, we can read it, analyze it and mine it for meaning.
Converge VoC Cloud represents the logical extension of Converge VoCAl Integrated Text Analysis product. Instead of reading and analyzing text from internal company databases, Converge VoCAl Cloud is applied to the web. We scan social networking sites, blogs, electronic news alerts, mainstream media outlets and more, search for key phrases then apply our semantic text analysis technology to provide interpretation detailing current customer sentiment and attitudes toward your company, brand, products and service.
Never before have organizations have access to hear what is being said out there. Converge VoCAl Integrated Text Analysis not only allows you to hear it, but can analyze the conversations occurring across the Internet and tell you what it all means for you.