Conversation Intelligence Software

Train smarter and improve experiences by understanding how your customers feel and why with accurate GenAI-powered sentiment analysis featuring:

• AI-Driven Sentiment Reasoning: Understand the why behind sentiment scores in every interaction and eliminate the need to rely on low-response post-call surveys.
• Customer & Agent Sentiment Separation: Pinpoint whether sentiment shifts are driven by customer frustration, agent approach, or both.
• Sentiment Trend Tracking: Follow emotional shifts throughout the call, linked to exact audio segments.
• Simple Search & Filters by Sentiment: Easily find conversations by customer sentiment, streamlining QA workflows.

The AI-powered Trending Topics solution automatically detects emerging topics every hour, organizing tens of thousands of conversations into a manageable list of around 100 topics. Make sense of your conversations as they’re happening with:

• Complete Customer Voice & Understanding: Out-of the-box CX intelligence, with 100% coverage of all customer interactions.
• Highly Detailed Metrics: Track topic-based performance and trends to inform data-driven decisions.
• Rapid Root Cause Investigation: Access grouped topics and transcripts with speaker IDs to quickly spot underlying issues.
• Measurable Campaign Impact: Compare periods to measure and track campaign effectiveness.
• Faster Feedback and Improvement: Pinpoint improvement areas for agents at the topic level.

Reveal agent best practices, common issues, tech gaps, and bottlenecks with real-time desktop analytics:

• Monitor and Analyze Application Usage: Track and analyze agent activity during interactions and beyond the contact center platform—including tasks like email—to drive better coaching and scheduling.
• Identify System and Process Bottlenecks: Uncover system issues, slow applications, and inefficient workflows that hinder agent productivity and frustrate customers.
• Automated Workflows: Trigger automated actions based on desktop events to streamline agent and customer experiences.

Eliminate time-consuming after-call work and unlock key conversation insights effortlessly. Interaction Summary delivers accurate, succinct summaries of every interaction to:

• Elevate Agent Engagement & Output: Significantly reduce tedious after-call work and enable agents to dedicate more time to skills improvement and customer engagement.  
• Extract Key Themes & Trends: Rather than manually reviewing entire interactions, leverage concise summaries to identify recurring customer needs, pain points, and emerging quality issues across all channels. 
• Streamline Coaching & Feedback Delivery: Provide agents with instant, actionable feedback, reduce training time, and quickly identify areas where teams need additional support.

Transform your contact center’s wealth of information into clear, actionable, and personalized visual stories. Empower every member of your team to make smarter, data-driven decisions with dashboards tailored to their specific needs and goals.

• Ad-Hoc Business Insights: Conduct deep-dive analysis to solve unique and evolving operational challenges.
• Measurement Aligned to Goals: Create automated dashboards dedicated to key issues like engagement, retention, upsell and cross-sell opportunities, and more.
• User-Friendly Design: Get started quickly with ready-to-use templates, or easily build new views with an intuitive drag-and-drop interface—no coding expertise required.
• Easy Sharing & Collaboration: Foster a data-driven culture and build buy-in with effortlessly shared dashboards.