Analytics+- the next generation AI omni-channel conversational analytics platform, uses military grade security, analyses 100% of interactions (chat, email, phone, chatbot) seamlessly reviewing not only what is said, but what is not said, including intonation and pauses, and what it means. Immediate reduction in compliance risk, increased team efficiency and competency, resulting in significantly higher CX and EX scores.

This powerfully intuitive plug in and play platform empowers Agents, Team Leaders, Quality Assurance, Human Resources, Customer Experience, and Compliance workers to focus on the pressing actionable issues. It frees up valuable time, from searching for a needle in the haystack, by using alerts, and to focusing on delivering world class customer service, cutting costs, and finding the hidden opportunities to enhance the bottom line.

This ground-breaking AI technology, delivers immediate benefits of reduced compliance risk and increased team efficiencies out of the box. Effective time to value, with bespoke customisation for exact requirements, with no in house AI expertise required.

Unlike other platforms purely focused on investigating what has gone wrong, our platform preempts negative events, highlighting potential opportunities with alerts, enabling our clients to get ahead of their competition, and be fully compliant, with a growing happy customer base.

Features

• Secure intuitive dashboard

• Urgent alerts easy to setup across enterprise

• Omni-channel (calls, emails, chat, chatbot, surveys)

• Enhanced contextualised Behaviours and Emotions

• Improved transcription and speaker identification for calls

• Acoustic and lexical analysis combined for increased accuracy

• Actionable Training Insights

• Customer and Agent metrics

• Behavioural Intents

• Compliance

• Agent Wellbeing

• Auto Insight (trending subjects, product insights)

• Business Opportunities and Outcomes

• Summaries

• Quick learning loop via UI to customise and improve AI

Benefits

• Improves First Contact Resolution

• Improves accuracy of all insights producing a larger ROI in data and human capital

• Increases Time to Value efficiency

• Reduces Operational Cost

• Reduces contact volumes

• Increases Sales and Service performance up to 340%

• 100% QA and Compliance monitoring including Vulnerable Customer detection

• Self Learning AI calibrated to the organisation’s unique requirement enables improved cross functional management connecting QA, Compliance, Operations, Training, HR, Sales, and Marketing to a single system

Sign up for a quick dip trial here.