The Difference Between Interaction Analytics and Conversational Analytics Related Articles An Introduction to... Contact Centre Analytics Interaction Analytics in Contact Centres - An Executive Briefing How to Use Interaction Analytics to Predict the Future Personalized CX: The Power of Conversational Commerce 375 Filed under - Video, Analytics, CallMiner, Frank Sherlock, Videos CallMiner’s Frank Sherlock explains how conversational and interaction analytics differ. What Is the Difference Between Interaction Analytics and Conversational Analytics? If you think about conversational analytics as being the scope of the contact centre. Interaction analytics broadens the scope of the analysis to include interactions and experiences that go beyond the contact centre. So really the source of the interactions can then include anything – website interactions, social media interactions. And with artificial intelligence and machine learning, we can now understand many aspects of the overall customer experience. But also things like sales opportunities, identification for upsell, cross-sell, product and service enhancements, fraud, customer retention and more. So both interaction analytics and conversational analytics both use tools designed to be best employed by data scientists and business analysts, to really get those use-cases and capabilities to help a business improve its overall performance. Frank Sherlock Conversation analytics is contact centre based and really looks across channels versus speech analytics, which just looks at speech. And then interaction analytics is the broadening of those use-cases and capabilities across a business as opposed to just within the contact centre. If you are looking for more great video insights from the experts, check out these videos next: How Can You Speed Up Average Handling Time? Examples of Tone of Voice in Action What Is Call Centre Agent Burnout and What Are the Signs? Author: Frank Sherlock Reviewed by: Robyn Coppell Published On: 21st Feb 2023 - Last modified: 20th Nov 2023 Read more about - Video, Analytics, CallMiner, Frank Sherlock, Videos Recommended Articles An Introduction to... Contact Centre Analytics Interaction Analytics in Contact Centres - An Executive Briefing How to Use Interaction Analytics to Predict the Future Personalized CX: The Power of Conversational Commerce Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter