Combining technology and human expertise, our assisted customer conversations are helping you to serve your customers better with real-time conversational analysis and assistance that frees agents to actively focus on conversations for a first-class customer experience.
The technology component analyses the content and tone of calls to contact centres, equipping our agents to engage more successfully with your customers according to their query and their temperament. It flags opportunities for sales and reminds agents to comply with regulations. It even advises them if they need to take extra care, for example to help a vulnerable caller.
The technology uses machine learning, so it’s continually developing and improving. Its built-in outcomes-based analytics engine provides valuable insight that allows us to continually improve our service and meet your objectives – whether that’s reducing churn, ensuring regulatory compliance or identifying vulnerability, all while providing excellent customer service.