Contact Center
What is Contact Center Analytics?
Contact Center Analytics analyzes customer calls to extract valuable call center metrics and insights such as average call duration time, caller intent, customer and agent sentiment, customer feedback, and others. Using these metrics, supervisors can do effective training plans to improve agent performances. Executives are enabled with valuable data-driven insights to help them improve customer loyalty, elevate product performance as well as solve operational challenges like compliance, agent productivity, data privacy, and rising operational costs.
Know More
- Heartbeat provides valuable insights such as customer and agent sentiment, call drivers, non-talk time, interruptions, sentiment, emotion, repeat callers, and conversation characteristics.
- The call categorization feature automatically tags conversations based on specific phrases, making it easier to organize and analyze calls.
- Post-call analysis allows for classification based on filters like phrases, sentiment, non-talk time, and interruptions.
- The API helps detect and redact sensitive information such as names, addresses, and credit card details from both audio and text.
Heartbeat is All in one
Speech Analytics Software
It enables organizations to automatically transcribe, interpret, and derive actionable intelligence from large volumes of audio data.
Quality Assurance Software
It automates and improves the process of monitoring and enhancing product or service quality, ensuring compliance, detecting defects, and boosting customer satisfaction.
Call Coaching Software
It enables organizations to enhance the performance and skills of their customer service representatives by providing tools and features for monitoring, analyzing, and coaching call interactions.
How It Work?
The Heartbeat solution uses a combination of ML-powered services that can be installed easily to get started quickly – it can be customized and adapted by customers as needed to meet their call analytics needs. Language AI services used to power the PCA solution include Transcribe - automatic speech recognition (ASR) engine and Convert - a natural language understanding engine, to create high-quality call transcripts and extract actionable insights.
Connect & Collect
Heartbeat connects to communication platforms, CRMs, and data-stores to collect your agents call recordings and call metadata.
Analyze
Heartbeat applies Machine Learning and Artificial Intelligence to transcribe your agents phone calls and measure emotions. Then it automatically analyzes the content and call data according to rules you outline.
Insights
Heartbeat delivers insights distilled from thousands of your customer phone calls. Use them to improve agent performance, enhance your products, decrease friction, and better know your customers.
Improve
Heartbeat provides all of the tools you need to improve your agents conversations with customers. Call playback and commenting, a call library, QA workflows, agent logins, and custom scorecards, all in one platform.
Features
Discover the power of our innovative features
Harness the power of AI to unlock invaluable insights for your contact center, driving improved business outcomes, agent performance, and customer satisfaction. In stark contrast to the industry norm of analyzing a mere 5-10% of calls through labor-intensive methods like surveys and random call sampling, our solution revolutionizes the process.
ML enables real-time speech-to-text and NLP analysis during calls to reveal conversation insights such as sentiment, detected issues, and speech characteristics. These insights can be integrated into call analytics applications.
Gain AI-powered contact center insights to improve business outcomes, agent performance, and customer satisfaction. On an average, contact centers analyse only 5-10% calls, through manual efforts like surveys, and random call sampling.
Build, create and train your own custom categories based on your specified criteria (such as words/phrases or conversation characteristics) to monitor your calls at scale for tracking compliance with policies, guidelines or regulatory requirements.
Experience crystal-clear insights into your customer interactions with our cutting-edge Call Quality Score. Harnessing the power of state-of-the-art Machine Learning algorithms, this feature dives deep into your calls to evaluate the quality of conversations between your valued customers and dedicated agents.
Why Us?
Experience unparalleled benefits with our Integrated Solution
Customer Insights
Identify call drivers, emerging trends, call categorizations, product improvement opportunities, etc to improve decision-making by extracting detailed conversation insights.
Enhance Agent Productivity
Boost agent productivity and enhance customer experiences with our solution that analyzes call metrics and identifies training opportunities for supervisors
Operational Efficiency
Our product helps identify opportunities for improving products, lowering costs, improving agent/customer retention & ultimately resulting in superior customer experiences.
Contact center agnostic
Analyze calls from both on-premises and cloud contact centers (CCaaS) like Avaya, Cisco, Genesys, Talkdesk, and others.
Data security
Redact sensitive data such as names, addresses, credit card numbers, and social security numbers from both transcript and audio files.
Compliance and Quality
Monitor call script adherence as well as ensure compliance to key regulations such as HIPAA, and PCI.
