Analytics

We support strategy and operations with advanced analytics models that help predict portfolio behavior, leveraging a comprehensive machine learning development and deployment environment as a starting point. We consider Data as foundation for driving business growth and new opportunities for value creation. With our analytics expertise, you make faster and better decisions with curated reporting dashboards, resulting in sustainable growth, while enhacing customer experience. Our capabilities in analytics offer distinctive value by helping clients manage data from the front office, the back office or both.

At PACE, data analytics is at the core of business strategy

Discovering hidden insights

You get additional insights by tracking data across different parts of the business process.

Improving operational engine

Advantage of improving operational engine by building an analytics capability comprising tools, process & skills.

Innovations to drive revenue

At PACE, data-led transformation is driven by connecting data, customer experience, people, ideas and outcomes.

We meet our clients anywhere they are in their journey to become data-driven, providing everything from specific expertise to holistic transformations spanning strategy design, build & implementation

Predictive analytics

This is the most advanced and popular analytics where we leverage on several techniques including data mining, machine learning, and artificial intelligence to predict future events, probable success, most effective channels or approaches. Predictive Analytics are done using historical data combined with statistical modeling, data mining techniques and machine learning.

Data Visualization

Tell Powerful Stories With Data. Leverage from our growing repository of advanced visual representations which augments as our value add. We derive hidden patterns and trends from data to improve objective decision making. We can integrate our solutions with your existing reporting portals.

Cross-channel analytics

PACE identifies and evaluates various customer support platforms to derive insights on how customers interacts with you. In our Cross-channel analytics, we consolidate data sets from multiple channels and combine speech, text, and desktop analytics features so that you make decisions to enhance customer experience.

Speech analytics

We work with our partners for analyzing recorded calls to gather customer information to improve communication and future interaction. We work closely to identify spoken words and phrases, analyse the tone and voice of the customer, and therefore recognize emotions. We analyse conversations in order to gather information about customers and the issues being discussed.

Text analytics

Our Text analytics partners specialize in bringing insights from communication trails captured during conversations with customers, documents, emails, web chats, and even social media comments. We work with our partners closely for data mining functions to identify patterns and relationships among the data sets.

Self-service analytics

We work on the data from from self-service portals or any online spaces that customers can access to find the answers they’re looking for or complete a process without any other touchpoints. Our Self-service analytics tools analyse and evaluates the customer experience in this channel to determine glitches, pain points, and other problems.

Desktop analytics

Unlike the above forms of data analytics which are customer focused, desktop analytics is agent-focused. We use this technique to monitor, capture, and analyse desktop-based activities as well as workflows. We observe and analyse keystrokes to understand data entry and keep track of the applications being accessed. This way, our managers measures agents’ compliance to protocols, training needs, performance issues, and bottlenecks in processes.