Product BrochureSuccessKPI Conversation Analytics

The platform allows users to perform integrated speech & text analytics and to

integrate analysis across the speech, text, IVR, and ACD domains. The

platform has a highly evolved concept of playbooks and Quality Management

tools enabling contact center managers with 5 or 50,000 seats to manage

operational improvement.

Fully built & deployed in AWS cloud, its multi-tenant platform provided as a

symphony of Design & Cloud Engineering enabling users to drive

business outcomes through actionable contact center analytics within minutes of

activation.

It all starts with Playbook Builder. This simple and easy to use tool allows even novice business users to select business outcomes important to their operation and to download/create/edit and stack speech artifacts to drive those business results.

Playbook Builder

Libraries offer a suite of playbooks. Customers can download playbooks from the library based on desired business outcomes. The platform automatically creates topics with key phrases, scoring strategies and calls to actions which can all be customized. Customers can

take automated actions like sending SMS, Email or logging transactions to third party platforms such as Salesforce.com.

Topics & Actions

Customers can create Quality Management coaching rooms with specific questions around different

categories. Calls can be added to the room based on

scoring rules or manually by the supervisors.

Supervisors can score calls and compare agent performance as well as evaluations

through manual vs machine.

Quality Management

The platform provides “Out of the box” IVR and ACD Reports.

Users can explore IVR containment details and ACD statistics and explore agent handling.

Queue/Agent Statistics are ready for action in real time and historical providing metrics like Handle time, Talk Time, and Wrap-up Time as well number of Answered Calls, Missed Calls, Abandoned Calls, and Service Levels.

IVR and ACD Reports

Thank You!