Not just hearing but listening
We’re using assisted customer conversations to help you to serve your customers better through real-time voice analysis and digital interactions. The technology augments the conversations between our customer service agents and your customers by turning this analysis into unique insight, prompting and recommending actions that enable call centre teams to give personalised, helpful guidance to callers first time, every time.
The technology monitors calls, analyses them and gives our agents feedback in real time. It identifies the best solution to the incoming query for them, leaving them free to really listen to the caller and help them more quickly and effectively.
It’s invaluable for agents who are working remotely. Not only does the assisted customer conversations technology provide direct in-call support it also allows their team leaders to follow calls live, support and guide agents via chat, and even identify when to intervene in calls if necessary.
And the built-in intelligent analytics provides valuable insights that allow us to continually improve the service that we provide and to meet your objectives – whether that’s reducing churn, ensuring regulatory compliance or identifying vulnerability, all while providing excellent customer service.