Ensure all calls are recorded and saved in multiple formats, even if directed to a third-party or outsourcing provider, to help improve word-level recognition and increase the return on analytics investment.
Redact sensitive numeric data automatically before the recording file is ever written to persistent media.
Save recordings using customizable retention rules based on external call characteristics or agent or customer data.
Send encrypted audio via secure file transfer that includes metadata for easy searching and data mining.
Instant analytics. Immediate responses.
Assess customer experiences proactively and reduce call handle time by as much as 16% with improved conversational dynamics.
Generate real-time conversational evaluations and customer experience scoring by queue, team or employee. Analyze advanced metrics, such as handle time effectiveness, employee fatigue and customer responses to new products or procedures.
Trigger alerts when a live call has a significant conversational shift, so employees can make adjustments or a supervisor can assist.
Enhance employee soft skills with automated behavioral coaching that monitors individual performance and displays personalized post-call analysis for every conversation.
VOICE CLARITY MEASUREMENT AND ENHANCEMENT
Greater call clarity. Seamless call handling.
Get advanced tools to deliver the high-quality audio and short handle times that your customers expect from each call.