Key Areas of Focus
Every organisation needs to adhere to compliance policies. Whether you work in a regulated environment or simply require agents to follow a script for a consistent customer experience, Conversation Analyzer will enable you to easily identify when agents aren’t being compliant and take steps towards remedying the situation.
With configurable redaction, you don’t even need to worry about sensitive information being captured.
Identifying calls for Quality Management teams is part science and part guesswork. To effectively coach your teams, you need to listen to both the highs and the lows, but finding those calls can be time-consuming. With Conversation Analyzer, you can leverage the automatic categorisation of calls. Immediately give your Quality Management team a shortcut to finding those highs and lows. The call visualisation tool also allows you to focus your attention on specific parts of the conversation, allowing you to jump straight to the parts that matter, instantly saving you time.
Every organisation has top performers. Whether you work with Sales or Service teams, with Conversation Analyzer you can begin to understand how your top performers hit their goals, then replicate that behaviour by rolling-out best practices and immediately making the entire team more productive.
With Conversation Analyzer, all your conversation data is available to you in Salesforce. You’ll have the context from your interactions automatically stored with your customer data to obtain a more complete view of the overall customer experience and satisfaction. With built-in Einstein dashboards, actionable insights are right at your fingertips. Instantly correlate your CRM data with conversation and contact centre data and drive your sales and service results to new heights.
- Dashboards: Display data in your CRM dashboards to help visually segment and analyse customer conversations.
- Speech-to-text: Conversation Analyzer transcribes and logs calls into your CRM, such as contacts, cases and custom objects.
- Customer conversations: Conversation Analyzer transcribes, tags, and analyses customer conversations.
- Automatic content analysis: With automatic voice call analysis, you can quickly spotlight trends.
- Call recordings: Conversation Analyzer pairs call recordings with transcripts and metrics to help better understand a conversation.
- Alerts: Instantly identify insights and trends – and assess your team’s compliance and product knowledge.