Leverage valuable insights from your conversation data
We give you the tools to leverage the conversation data your customers provided or agents and AI engines collected during or after the conversation. Learn about your customers needs and preferences as well as your agents capabilities through:
- automated call tagging/wrap up codes
- sentiment analysis
- Customer Profile
- Ai generated transcripts/ summaries
- Customer Survey
- and more...
The collected data can be used to search, filter or retrieve individual calls or can be aggregated for reporting purposes.
Agent Guidance and Customer Satisfaction
Recorded calls can be reviewed by supervisors in order to score an agent’s performance. Post Collaboration Surveys and Sentiment analysis can contextualize a call recording or transcript.
This data forms the basis for automated post-call processes using AI engines which can contribute valuable insights such as patterns, trends, and areas of strength or weakness.These insights help you refine your ongoing guidance,helping your agents improve their skills over time which can lead to improved customer service.
Customer Satisfaction
Learn about yourself through your customers.
