CAPABILITIES | SPEECH ANALYTICS & AI COACHING

Translate customer interactions into actionable insights with Speech Analytics

Leverage artificial intelligence to deeply understand the customer experience and improve agent performance while enriching your CRM or customer service management platform with meaningful data.

3CLogic Cloud Contact Center Solutions Capabilities
3CLogic Cloud Contact Center Solutions Capabilities
3CLogic Cloud Contact Center Solutions Capabilities

Gather the right insights at the right time to enable the right engagements — without the manual work.

Supervisor Insights

Empower supervisors with AI-driven sentiment analysis

Behind every conversation exists a mountain of rich insights. With 3CLogic’s Speech Analytics, forget time-consuming manual call audits and, instead, analyze every interaction at scale. Powered by machine learning and Natural Language Understanding (NLU), easily transcribe and analyze 100% of your customer or employee engagements to detect sentiment, tone, emotion, keywords, phrases, and behavioral trends for a more comprehensive view of your entire service operations. 

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Agent Performance

Boost Agent Performance with AI Coaching

Engaged agents make for better customer experiences, but judging them on only 2% of their effort hardly provides a fair picture of their performance. With AI Coaching, deliver actionable feedback automatically — in real-time — based on agent performance across every interaction. With pre-completed call evaluation forms, supervisors are empowered with key insights into agent growth areas and best practices to enable personalized 1:1 coaching plans without any of the time-consuming work.

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Predictive analytics

Predict, prevent, and outperform

How soon you act is often equally as important as how. Powered by AI and machine learning, predictive analytics can identify changes in agent or consumer behavior, sentiment, and KPIs to proactively resolve issues quickly and deliver outstanding customer service.

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Unified experience

Data-enrich the platforms you already use

Natively integrate key insights and KPIs — including call transcriptions and sentiment analytics — with the existing CRM and service management platforms you already use, such as ServiceNow or SAP. Conveniently enable supervisors to link key AI-powered insights to relevant workflows and tables (i.e.: Cases, Incidents, Tickets, Contacts, etc.) to create a holistic view of the entire customer or employee journey from a single administrative workspace without the manual effort.

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Integrations

Integrated with the platforms you already use.

Simplify the way you work and engage with a native contact center solution, designed to complement your existing CRM or service management system.

Still curious? Read our top FAQs.

Speech Analytics in the contact center involves using AI and machine learning to transform speech-to-text. It includes capabilities such as sentiment analytics, keyword spotting, customer interaction analysis, and real-time reporting & insights for comprehensive agent performance monitoring and overall customer experience enhancements. By leveraging speech analytics, contact centers can drive proactive service to address customer concerns immediately, deliver high-performing agents, and effortlessly improve customer and employee experiences.

Yes, Speech Analytics can be integrated with a CRM or service management platform, such as ServiceNow or SAP. Automated insights into sentiment scoring, keyword usage, customer needs, best practices adherence — and more — are making it easy for supervisors to provide curated agent training opportunities, and proactively update workflows for optimized processes, productivity, and experience.

Loved by business and individuals across the globe.

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3CLogic's solution also improved our efficiency in phone call quality assurance; reducing the total scorecard process by 75% (from 6hr/wk to 1.5hr/wk).

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One of our company's core values is "Customer First" and the 3CLogic definitely helps us improve the customer experience.

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We couldn't be happier with the technology and the service. Our teams love it and its improved our customer service significantly.

Get in touch

Experience the modern cloud contact center platform for every industry. Are you ready to find out more?

Support inquiries

support@3clogic.com

Service desk

800-350-8656

Let's Talk!