Dashboard and Analytics
Capture every word spoken and monitor customer sentiment through a rich set of tools that enable you to visualise, analyse and report.
Conversation transcripts, sentiment, levels of understanding, escalations to live chat and confidence levels are all presented to enable Customer Services Managers to monitor and manage both automated and live services in one place.
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An intuitive, powerful portal for data capture, visualising, analysis and reporting
Interactive portal
Customisable dashboards and analytics that present information as text, graphs, heat-maps, customer journey maps and other graphical images. Dashboards show real-time information and all data can be presented within Contact Centre windows or browsers.
Monitoring and reporting
Supervisors have access to a rich set of monitoring tools, analytics and reports. Real-time visibility of customer interactions, and powerful management capabilities, enable approved users to have full management over automated response rules. Real-time visibility of customer interactions and intelligent management capabilities enable approved users to have full management over automated response rules.
Capturing the voice of the customer
With real-time monitoring of keywords, phrases, sentiment and emotion; capture feedback at every point of the journey.
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