HOW WE USE A.I TO GET YOU TO THE NEXT LEVEL

As company accountability and ‘work from home’ employees are becoming the new normal in today’s business world, many intelligent companies have been quick to implement strategic and cost effective solutions to maintain and even strengthen their customer relations. This deemed call recording and A.I Software a must have for businesses looking to survive the modern world. Our Partner’s, Dubber, have empowered us with a solution that quickly found itself leading in integrating high performance A.I technology into any business with cost effective and user-friendly solutions as well as empowering companies by enriching business intelligence.

“We have used CallN since 2017 for coaching by assisting our staff to listen to their own calls and to identify areas of success and areas of opportunity. We have also used CallN for leadership and colleague call reviews. From a leadership perspective, we like CallN for reviewing calls for complaints handling, which has assisted in obtaining better outcomes and to also gauge staff productivity by using the handset report for total calls and average times. CallN is a valuable tool for us in providing a better customer experience to our members by enhancing the quality of all call interactions.”
Rabiah Restas, Team Leader – Insurance & Retail Operations

The alternative, to the time and budget consuming task of sampling an agent’s calls, is to use a speech analytics tool to analyse all of them. This gives a greater picture of their performance without requiring managers to spend countless hours listening to every call.

By implementing speech analytics into a business strategy, managers can identify specific customer behaviours associated with positive outcomes, determine and resolve core issues by analysing problematic customer-agent interactions and develop best practice standards intended to streamline overall operations of their business.

           The Benefits of Speech Analytics

• Better interaction with customers – Speech analytics mines and analyses audio data. It detects emotion, tone, and stress in any voice. It also detects the reason for the call, the satisfaction of the call, and the products that are mentioned. For example, It can identify when a customer is upset or frustrated and can help managers dispute calls based on satisfaction. It also helps companies identify the needs and wants of the consumer.
• Improving service quality – Speech Analytics technology is helpful with coaching agents in a contact center that stray from a script or are not performing well; it helps with first call resolution and reducing call volume. Operational and performance issues that occur can be tracked and managed, which leads to improved service quality.
• Identify up-sells and cross-sells, boost revenue – Sales managers use speech analytics to learn about how a cross-sell or up-sell impacted a customers satisfaction and how customers in different locations respond to offers.
• Practical training – Call center managers use speech analytics to monitor conversations between agents and consumers. Speech analytics helps managers unlock insights and better understand the behavior of all agents. The ideas are then used to build coaching strategies to coach agents towards providing better first call resolution and improved levels of satisfaction.
  
  

When it comes to Call Recording we have listed the top 10 questions you should ask to find the best solution.

1. Is it easy to install? You want to ensure you can install without any issues.
2. Is the product worth the price? Price is everything, check competitor pricing and make sure you can get a return on investment from the product.
3. Is the interface user friendly? Having a user-friendly interface is important so that your employees will be able to navigate the platform without any issues.
4. Can It integrate with other products? Integration is important if you want to use other applications.
5. Does it provide Agent score cards? Scoring for agent performance is a must to get the best results out of your contact center employees. Our solution offers this.
6. Is it PCI Compliant with redaction? This is a must to have to make sure your environment and your client’s information is secure. Our solution offers PCI compliance with redaction to keep your information and clients information safe.
7. Does it come with Speech Analytics and Sentiment Analysis? This is important to have so you know the voice of your customer and whether they are happy or not with your product. Our solution offers Speech Analytics when you purchase their Business Intelligence.
8. What phone systems does it work on? Our solution works on most VOIP platforms.  It is important to know if the recording solution you are buying works on your phone system.
9. Is the product cloud-based or do I need to purchase a server? Some solutions are cloud based and some provide a server and some provide specs for you to purchase your own server. Cloud based is the best option.
10. Is there 24/7 support with this product? You want a company that gives you 100% support 24/7 and we offer just that.

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