Every call is a source of insight to act on

Contact centers are one of the most popular channels that customers interact with brands, specially when they need immediate services and answers. Conversation between agents and customers are one of the richest source of insight for retailers about their services and products.

Increase agent efficiency performance

by collecting feedback after each call

Increase call quality and customer satisfaction

by applying AI-powered speech analytics

Identifying areas for process improvement

by analyzing the call sentiment after each conversation

IVR

A post call interactive voice response (IVR) feedback is an audio based feedback request that is normally used in contact centres that uses natural language. After the customer has interacted with the call centre agent they are transferred (automatically or manually) to a voice promoted feedback system while the experience is still fresh. The voice prompts provide the questions and the customer leave feedback using the buttons on their phone or their voice recording.