Interaction Analytics

Uncovering meaningful insights from customer conversations could be a daunting and time-consuming task. While the information may be at your grasp, your supervisors simply don’t have time to review each and every conversation. But with the ability to transcribe full conversations and voicemails, ENGAGE Interaction Analytics helps your supervisors become more efficient by using artificial intelligence (AI) to automatically identify and notify them about important conversations to ensure high service quality and to grow your business.

Enable & Collect	Transcription	Analysis	Alert	Search
Admin assigns and enables a call queue(s) for transcription and analysis	Speech-to-text capabilities transcribes full conversations including voicemail	Artificial intelligence evaluates every transcription, determines whether the sentiment of the conversation was positive, negative, or neutral, and tags it	If the system finds a keyword or phrase, it sends an automated alert by email to the assigned supervisor with a link to the conversation for frontline user evaluation	Search and review conversations with extensive filters by sentiment, key words/phrases, agent, and more

Each customer interaction contains topics, intent, emotions, and more, and these can all be analyzed to provide insights that may improve any variety of organizational improvements such as:

• Support - Customer support managers can be alerted to key phrases like “cancel” to see how frontline users handle the situation and can use the evaluator tool to give feedback.
• Product – Product teams can receive key word or phrase alerts, such as “broken” and “missing”, to identify opportunities for improvements, new products, or features.
• Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities.
• Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial.