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Solutions & Services

Business Intelligence Solutions

Support Services Group’s Business Intelligence Solutions offering provides meaningful and actionable data that drives continuous improvement. Our leadership teams around the globe have a deep understanding of our business and will work with you to drive superior performance and customer satisfaction. Our offering enables us to deliver valuable insight from critical customer data that would allow you to refine your operations, which positively impacts your bottom line. Our wide range of Business Intelligent Solutions offerings varies from True Business Intelligence, Speech Analytics, Automated Redaction, Intelligent Custom IVR Solutions, and Multi-Channel Customer Satisfaction Surveys. All these offerings are scalable and customizable to suit your growing business needs and requirements.


True Business Intelligence

Support Services Group believes real-time access to data is key. That’s why we offer Custom Built BI Dashboards that are easy to understand and use. Information is presented in a single-pane and users are able to analyze large data sets from multiple sources (phone, email, chat, FCR, VOC, CSAT) on any device, at any time.

By meshing telephony and VOC data with email/ticket information, SSG helps drive improvements on individual & team KPI’s, as well as guide future business decisions that improve program performance. We encourage our clients to use Support Services Group’s Optics Dashboard because it has proven to be invaluable.


Speech Analytics

Our industry leading speech analytics engine helps identify customer sentiment by detecting pitch and intensity for keywords. Immediate click and play navigation within recorded events. SSG’s solution leverages a custom library, based on your specifications and goals, to analyze interactions and produce meaningful data to drive improvements on call quality, customer satisfaction, sales efficiency, voice of the customer, customer sentiment analysis, first call resolution, silence analysis, true call drivers and more.


Automated Redaction

SSG provides secure, cloud-based (AWS) real-time transcription, and redaction of recordings and call transcripts. We will work with you to build a custom vocabulary library that is used to detect and remove sensitive information from call recordings. This approach ensures the highest possible success rate on redacted content.

Intelligent Custom IVR Solutions

We believe in putting the customer experience first. That is why our Interactive Voice Response system uses skills-based routing to match callers with the best available agent, and extends the brand experience with custom voice talent and curated music.

But what if a customer doesn’t need to interact with an agent at all? 

SSG provides your customers with the information they need, as quickly and efficiently as possible. Our intelligent IVR can offer a WISMO (Where is My Order) feature that allows a customer to input their order number verbally or via a keypad to receive tracking and shipping information, without having to wait to speak with an agent. This feature enhances the customer experience by saving time and money!


Multi-channel Customer Satisfaction Surveys

Understanding the Voice of your Customer is key when making critical business decisions. We offer tailored post-interaction surveys on voice, chat, and email interactions. These surveys provide valuable Voice of the Customer feedback and critical First Call Resolution data. Once captured, the data flows into SSG’s Optics Dashboard, which features a holistic view of the customer-interaction journey.

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