With 3CLogic’s Speech Analytics capabilities 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.
Use data and sentiment scoring to rate agents, identify coaching opportunities, and improve training.
Seamlessly create actionable tasks or trigger automated actions in your CRM or service management platform based on sentiment scoring and pre-defined business workflows to accelerate issue resolution while pro-actively delighting customers.
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.