Deliver on Critical Business Objectives with Interaction Analytics
Your customers and employees connect across several communication channels and devices. The ability to truly understand their conversations enables you to improve the customer experience while meeting important business objectives, such as quality assurance, compliance management and the bottom line.
Understand What Makes a Great Customer Relationship
Automatically record interactions and quickly understand where to improve processes. Identify opportunities for employee coaching, and what truly contributes to a great customer relationship.
Capture 100% of Omnichannel Interactions
Understand the entire customer journey and optimize operations by automatically recording interactions across every channel.
Manage Compliance and Quality
Automatically detect specific agent training requirements, compliance breaches or customer satisfaction issues with real-time text and speech analytics.
Improve Workforce Performance
Use recorded interactions in agent training and quality assurance to continually optimize your workforce to deliver exceptional customer experiences.
Increase First Contact Resolution
Leverage automated interaction reporting to identify potentially missed first contact resolutions. Refine your routing rules, reduce operational costs and continually improve the customer experience.