With 3CLogic’s Speech Analytics capabilities, powered by Observe.AI, gain visibility into the “dark data” hidden in every conversation. Analyze customer engagements in near real-time and derive actionable insights, eliminating the need for manual audits of call recordings while improving CX and overall agent performance.
Gain new insights into customer satisfaction, campaign performance, competitive intelligence and agent performance with near-real-time voice transcription and machine learning analysis of customer interactions.
Easily measure customer sentiment leveraging SpeechNLP and AI to detect frequent mentions, shifts in data, and anomalies. Conveniently create, manage, and modify custom “moments”, keywords, and KPIs to fit your unique business environment.
Simplify administrative oversight and streamline call auditing for your supervisors with automated call transcriptions of all your customer or employee calls. Intuitively screen each interaction for compliance violations and redact sensitive phrases or data (ie: credit card, email, SSN, etc.).
Analyze each client engagement using keyword and phrase spotting to proactively flag exchanges indicating possible customer dissatisfaction or agent compliance violations to limit long-term impacts.
Leverage speech analytics to uncover and recognize top agents or identify and train underperforming ones. Provide targeted coaching and feedback with convenient comments throughout the call transcript.
Visualize each client and agent interaction to help assess the quality of the engagement and identify possible areas of improvement.
Monitor quality and compliance across 100% of your organization’s calls. Analyze each client engagement using keyword, phrase spotting, and AI to proactively flag exchanges indicating possible customer dissatisfaction or agent compliance violations to limit long-term impacts.