With Intermedia Contact Center, you can differentiate from the competition where it matters most – the customer experience.
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 and every 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 them about important conversations to ensure high service quality and to grow your business.
Admins assign and enables a call queue(s) for transcription and analysis.
Speech-to-text transcribes full conversations including voicemail.
Artificial intelligence evaluates every transcription, determines whether the sentiment of the conversation was positive, negative, or neutral, and tags it.
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: