G2

Xisco M.

Senior Process Technician

Small-Business (50 or fewer emp.)

9/9/2026

"Deeper Insights into Agent Actions and the Full Customer Journey"

5/5

What do you like best about Text Analytics?

The ability to analyze the different actions taken by an agent to resolve an issue. We no longer focus solely on communication; we also analyze the management process and the customer’s entire journey. This allows us to gain a deeper understanding of both our own processes and procedures, as well as the customer and the impact these have on their experience. Review collected by and hosted on G2.com.

What do you dislike about Text Analytics?

Programming can be challenging at first, but once you have learned it, there is nothing to worry about. Review collected by and hosted on G2.com.

What problems is Text Analytics solving and how is that benefiting you?

It allows me to understand how we have managed a case or interaction from end to end: what we recorded in our systems, what solution we offered the customer, whether it was aligned with the established procedure, and whether the final communication was consistent with what was reflected in the system, helping us avoid gaps. Review collected by and hosted on G2.com.