CustomerView is an omni-channel application that makes sense of big data. The CR-X powered solution uses NLP and machine learning to extrapolate critical data from calls, chat, email, etc to automatically monitor agents, provide top agent modeling, and 100% NPS.
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Monitor key conversation analytics like average
hold time, first call resolution, silences, talk
time and over talk to get fast answers about
what’s happening in sales and service calls.
Discover patterns across your most successful
agents, and different geographies in your business. Use those insights to power all agents’ success through coaching new hires, better objection handling, and powerful keyword patterns.
Often multiple topics are covered in one call.
This makes it difficult for call centers to accurately categorize what types of calls account for their highest volume. VoiceBase’s Query language for speech analytics can detect multiple events within one call, power complex searches, and slice and dice both call and conversation metrics like never before.
In a big data world, there’s a lot going on. Enterprises in particular are struggling to optimize and leverage all of the data they collect and monitor. In fact, 58% of businesses use eight channels to communicate with their customers, according to an Aberdeen study.