SANDSIV Launches Customer Intelligence App VOC CI

In Switzerland, customer experience management specialist SANDSIV has launched an AI-based customer intelligence app called VOC CI, as an add-on for its sandsiv+ CX measurement platform.

Headquartered in Zurich, the company offers sandsiv+, a platform which captures, analyses, integrates, improves and measures the customer experience. The tool merges data from any direct or indirect channel, generating 'inferred data' using AI, with analytical features built on technologies including natural language processing and deep machine learning.

The new app, VOC CI, has been designed to help enterprises quantify the benefits of CXM and associate them with standard KPIs, by merging business intelligence data with market and consumer-related information generated by sandsiv+. VOC CI provides a view of how sentiment about a particular product or topic affects not only KPIs and ROI, but broader qual issues such as corporate reputation, and how customer-facing or market-orientated initiatives affect the metrics companies use to measure performance. Results can be analysed within a specific geographic area or a segment of a company's own customers.

SANDSIV Head of Analytics, François Protopapa (pictured), comments: 'KPIs can tell a business how it is performing in the present, and CXM can reveal opportunities for future growth or adjustments to corporate strategies in a way that no internal measure can. To make the wisest, most profitable decisions, companies need a single comprehensive view of internal performance measures and the external factors that affect them. That view is available for the first time through VOC CI'.

Web site: www.sandsiv.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.