Comprehensive Real-Time Insights
Conversational Intelligence provides real-time insights into contact center efficiency, agent efficacy, and customer experience through a single unified dashboard.
- Unlock actionable insights: Gain insights by visualizing average speed to answer (ASA), abandonment rate, transfer rate and CSAT efficiency by channel and interaction distribution using industry-standard performance metrics.
- Assess agent efficacy: Analyze agent behavior as it relates to empathy, use of crutch words, dead air, crosstalk, speech rate and use of automation tools.
- Mine topics: Use topic mining to break down conversations into intents and topics with sentiment scores attached to each intent providing visibility into the voice of the customer across each interaction and the reason for the interaction.
Conversation Intelligence
Key Features
