CX Analytics Platform
Products

Innovative · Simple · High impact

For all client communications through your business or institution’s various channels.

CX Analytics Agents

Listens and analyzes 100% of the audios automatically, in order to identify improvements in both processes and customer experience quality, almost in real time!

This platform incorporates DEC methods as well as our proprietary audio separation and transcription technology. The tool measures and qualifies qualitative and quantitative aspects, which can be tailored according to your business needs or particularities.

THE PRIMARY BENEFITS

Call Center Key Performance Indicators

  • Analyzing 100% of calls is preferable to sampling.

  • It does not take supervisor time to evaluate calls and identify areas for improvement.

  • Provide actionable data in near real time!

  • Evaluate adherence and potential risks.

  • Ensure that company policies are followed.

  • Reduces operating costs while increasing operational efficiency.

Enhances user experience

  • Listen to the customer’s voice.

  • Determine the sources of dissatisfaction.

  • Enhances customer service

  • Delivers omnichannel interactions.

Strengthens the Agent’s commitment

  • Allows to configure intelligent benchmarks.

  • Identify areas of agent training and development.

  • Create a culture of continuous improvement.

Allows for customer-centric commercial actions

  • The system allows you to make informed decisions based on current data and tailored to your specific business: what works and what doesn’t.

  • Determine keyword phrases and customer preferences.

  • Maximize conversion rates.

  • Increase profitability.

The features listed above are accessible via an intuitive, configurable, and user-friendly interface that allows you to:

Automatically organize the data.

Recognize trends.

Be alert for improvement opportunities.

Display only the information you desire.

CX Analytics for Voice Bots

Every day, the number of times users and brands communicate via automated channels grows.

The quality of voice bots, like that of other communication channels, must be monitored in order to detect improvement opportunities and, as a result, provide a better customer experience.

It is obvious that the method of measuring the quality of the experience in these channels is fundamentally different from that of a human-human interaction, and our methodology, which was specifically designed for this purpose, accounts for these differences.

THE PRIMARY BENEFITS

Call Center Key Performance Indicators

  • Analyzing 100% of calls is preferable to sampling.
  • Technical issues, such as noise on the line, are reported immediately rather than at the end.
  • Verify that the transcription is accurate.
  • Provide actionable data in near real time!
  • Reduces operating costs while increasing operational efficiency.
  • Reduces operating costs while increasing operational efficiency.

Enhances user experience

  • Listen to the customer’s voice.

  • Determine the sources of dissatisfaction.

  • Enhances customer service

  • Delivers omnichannel interactions.

Enhance your voice bots

  • Determine the level of understanding the bot has of the user’s phrases.
  • It measures the latency of the bot’s response as well as the audio continuity.
  • It enables you to assess and compare the quality levels of various providers.
  • Determine the best practices and incorporate them into all of your campaigns.

Allows for customer-centric commercial actions

  • The system allows you to make informed decisions based on current data and tailored to your specific business: what works and what doesn’t.

  • Determine keyword phrases and customer preferences.

  • Maximize conversion rates.

  • Increase profitability.

The features listed above are accessible via an intuitive, configurable, and user-friendly interface that allows you to:

Automatically organize the data.

Recognize trends.

Be alert for improvement opportunities.

Display only the information you desire.

Voice Separation

For quality analysis, a relevant problem to solve is the separation of voices between the agent and the customer.

This work, which is integrated into our CX Analytics platform, can also be contracted separately, being delivered via an API.