Customer Intelligence & Alerts

Contact Center Early Warning: Customer Issue Smoke Detector

A frequent issue plaguing many companies is that in most cases customers are the first to report critical product and service issues. That puts the company’s contact center in a continual firefighting mode. To transition to proactive incident and problem management, companies are relying more and more on contact center to be their customer early warning system.

Advanced Early Warning Systems have been employed for many years by governments and military in high-risk environments.  With EpiAnalytics contact center early warning systems, RedFlag™ these technologies have migrated to the business world.  Proactive Intelligence from RedFlag™ helps you “nip” critical issues before they grow out of control.

The amount of contact center data within organizations increases exponentially.  With RedFlag™ you can predict problems before they grow.  Our real-time algorithmic solutions process textual data so you can discover issues while they are still small so you can proactively mitigate them, With RedFlag your contact center can:

  • Automatically receive alerts and intelligence to improve product and service quality
  • Proactively decrease the number of calls to the service desk.
  • Constantly monitor your company’s reputation and proactively address negative customer perceptions.
  • Actively reduce data analysis costs and call center costs and improve customer satisfaction

RedFlag™ analyzes 100% of your customer service communications and automatically identifies statistically significant patterns then alerts you to any unusual trends that could signal potential problems. RedFlag™ provides a powerful early-warning system that identifies new, emerging customer issues.

With RedFlag™ analysts and call center staff no longer need to rely on tedious, manual analysis to understand the root cause of what is happening behind the tickets.   Instead, your organization can analyze customer comments and feedback in real-time to accelerate problem resolution.