Case Study: Contact Centers company reduces customer churn twice as fast with Lexalytics

Contact Centers Reduce Customer Churn Twice as Fast with Lexalytics

The Contact Centers company, a customer experience management provider for contact and call centers, needed a better way to predict churn. Its traditional models relied on transaction and demographic data, but they lacked real customer feedback and sentiment, so the company turned to Lexalytics and its Semantria text analytics solution.

Lexalytics helped the Contact Centers company analyze agent call notes, CRM comments, survey scores, and keywords to identify issues like billing, product problems, service delays, and contract inquiries, as well as customer sentiment. This improved churn prediction and helped reduce customer churn twice as fast, retaining several thousand customers and generating millions of dollars in additional annual revenue.