Today's always-on customers are regularly engaging in online behavior, but it's challenging to connect and understand their interactions so that you can act on them—especially when they occur across multiple channels. HP Explore consolidates all customer behavior, whether direct or indirect, structured or unstructured, to identify patterns.
Powered by HP IDOL, Explore delivers valuable customer insights across all channels: web, mobile, social media, email, contact center, database, and storefront, to enable you to discover the "unknown unknowns" hidden within your data. With deeper insight about your customers, you can provide superior levels of customer service. You can also identify concepts within a piece of information and uncover related patterns or trends across interactions at big data scale. This allows you to bring meaningful and comprehensive intelligence to enhance the efficiency of your most critical operations and the effectiveness of crucial decisions.
Social media analytics: Aggregate data from hundreds of social media data sources to automatically identify emerging trends and prevailing sentiments to inform appropriate actions and responses.
Voice of the Customer: Go beyond surveys and focus groups to gain insights from data across every customer touchpoint, including real-time call center recordings, web activities, and social media chatter.
Customer feedback analytics: Understand the comments in survey verbatims and other direct feedback, and sort them by concepts.
Speech analytics: Automatically organize and understand customer conversations so that you can take advantage of the rich insights in call recordings.