VoiceInteraction To Showcase CallScriber AI-Driven QA And Customer Insights At Enterprise Connect

CallScriber is a VoiceInteraction product for analyzing every customer interaction, monitoring communication performance, and gaining valuable insight into clients’ sentiment — all automatized through speech processing technologies.

It will be featured at the Enterprise Connect conference March 27-30 at the Gaylord Palms in Orlando, Fla., Booth 1336.

This AI-driven platform gathers 100% of interactions from all channels, transcribes voice calls, and analyzes text-based communications, compiling them into Big-Data dashboards.
CallScriber operates in three main areas:

• Omnichannel interaction analysis, providing valuable insights such as root-cause categorization, topic detection, call outcome, and more;
• Quality management and monitoring for teams and every individual agent in terms of protocol adherence, organizational culture, and quality of service;
• Predictive analysis of customer sentiment about the brand and risks associated with the service provided, whether for refusing related services, early contract termination, or complaint escalation.

As assembling customer insights and providing excellent customer service have become imperative in the expansion and innovation strategy of any business, CallScriber gathers and presents real actionable data. Some of the key elements feature Root-cause categorization, Call Outcome, Customer Journey, Agent Performance, Predictive NPS, and more. This information greatly impacts the quality of daily work by reducing agent downtime in between calls, automating quality assessment, and naturally promoting new guidelines and better outcomes.

VoiceInteraction says that by providing an omnichannel experience, “this platform goes beyond the classic Speech Analytics view. It provides both reactive and proactive information that can be useful to every team in the Contact Center, from agents, team leaders, and the Quality Monitoring team, to management and other stakeholders. CallScriber can be used as a standalone platform, or easily integrated into other workflows by connecting to any CRM via an API.”