Conversational Analytics/QA
In the ever-evolving landscape of customer service, the contact center industry has witnessed a revolutionary transformation. What was once known as speech or voice analytics has now evolved into Conversational Analytics. This cutting-edge technology goes beyond mere words, delving into the very essence of customer interactions to provide a holistic view of conversations, sentiment, tone, and much more.
What is Conversational Analytics & QA?
AI-powered Conversational Analytics & QA captures and analyzes customer interactions across all channels. By automating quality assurance, it identifies trends, optimizes agent performance, and ensures compliance—helping you deliver exceptional service at every touchpoint.
Key Features
1.
Speech & Text Analytics
- Monitor 100% of interactions to uncover patterns and insights.
2.
Automated QA
- Evaluate interactions faster and more accurately with AI-driven scoring.
3.
Real-Time Agent Assist
- Provide immediate guidance during live calls.
4.
Sentiment Analysis
- Understand customer emotions to improve response strategies
5.
Compliance Monitoring
- Ensure adherence to policies and regulations in every conversation.
What Conversation Analytics Offers
Discover how you can leverages Conversational Analytics & QA to transform customer interactions across various sectors.
Deep Insights
Analyze conversations to gauge customer sentiment, tone, and intent. Understand what makes your customers happy and identify areas for improvement
Agent Performance
Monitor and enhance agent proficiency. Identify training needs and tailor coaching to ensure your team delivers exceptional service
Root Cause Analysis
Uncover the underlying issues behind customer interactions. Make informed decisions to improve self-service options and reduce unnecessary contacts
Key Benefits
✅ Enhanced Insights
✅ Improved Efficiency
✅ Better Compliance
✅ Superior Experience
