The Team at Torquex have been involved in the Customer Engagement sector for many years and we continue to invest into helping organisations bridge the organisational and technical silo’s to enable organisations to fully map the Customers Journey and gain valuable business insights. For example, Torquex’s continued research focus is being channeled into: • Enhancing CeX Investment into NPS and other Customer Scores (Customer Effort, Sentiment, Agent Skill) by linking back to the customer journey • Enhancing Voice of Customer using Machine Learning and AI eg - Quality Management Analytics to reduce traditional manual overhead and leverage the power of speech analytics across agent and customer conversations - Automated Topic Generation on Conversations between Customers and Agents to reduce agent and customer churn and improve CeX - Compliance automation eg Automated PCI Redaction on Credit Card Numbers, script adherence etc.. • Business Process Automation using Machine Learning and AI - Developing Predictors for key Business KPIs based on Customer Conversations eg Identify Customer Churn, Appointment Made, Credit Risk, Sentiment etc… - Multichannel Conversational Analytics assisting Digitalisation and transformation strategies “ We do it faster, quicker and cheaper than other comparative platforms in the market !