Highlight Features

Live Emotion Tracking
Real-time display of customer emotions during live calls through the transcription dashboard.

Opportunity Identification
Instant recognition of sales and service opportunities.

Live Agent Assist
Provides immediate answers to customer queries using a large language model
(LLM), eliminating the need for agents
to place callers on hold.
(LLM), eliminating the need for agents
to place callers on hold.

Instant Ticketing
Agents can raise tickets and capture key information instantly when negative sentiment or complaints are detected.

Post-Call Sentiment Analysis
Complete record of customer sentiment changes throughout the call.

Efficient Query Mechanism
Allows querying the transcript for valuable insights on call details.

Customizable QA Dashboard
Evaluates agent performance on various call features, such as query resolution and empathy display.

What it Solves
Contact Center Insights addresses the challenges of traditional call center operations by providing real-time support and insights. It eliminates the inefficiencies of keeping customers on hold and the limitations of agents’ knowledge. The solution ensures that customer interactions are handled more effectively and that valuable opportunities are not missed.
Benefits
Enhanced Customer Experience
Provides real-time emotional insights and instant support, leading to higher customer satisfaction.
Increased Efficiency
Reduces hold times and equips agents with immediate answers, improving call handling efficiency.
Actionable Insights
Delivers valuable post-call analysis and
insights for continuous improvement.
Improved Decision Making
Offers a customizable QA dashboard for better evaluation of agent performance & identification of training needs.
Operational Efficiency
Streamlines ticketing and complaint management, reducing response times and improving overall service quality.