Interaction
Analytics
Uncovering meaningful insights from customer conversations could be a daunting and time-consuming task. While the information may be at your grasp, your supervisors simply don’t have time to review each conversation. But with the ability to transcribe full conversations and voicemails, Interaction Analytics helps your supervisors become more efficient by using artificial intelligence (AI) to automatically identify and notify them about important conversations to ensure high service quality and to grow your business.
Enable & Collect
admin assigns and enables a call queue(s) for transcription and analysis
Transcription
Speech-to-text capabilities transcribes full conversations including voicemail
Analysis
Artificial intelligence evaluates every transcription, determines whether the sentiment of the conversation was positive, negative, or neutral, and tags it
Search
Search and review conversations with extensive filters by sentiment, key words/phrases, agent, and more
Each customer interaction contains topics, intent, emotions, and more, and these can all be analyzed to provide insights that may improve any variety of organizational improvements such as
- Support - Customer support managers can be alerted to key phrases like “cancel” to see how frontline users handle the situation and can use the evaluator tool to give feedback.
- Product – Product teams can receive alerts for “broken”, “missing” to identify opportunities for improvements, new products, or features.
- Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities.
- Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial.
About Us
Wherever your business operates—the office, at home, on-site—it’s important that employees are equipped with the right tools to be productive and communicate with colleagues and clients from anywhere.
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