Tech Talks: AI CSAT predicts customer satisfaction scores for all calls

A silver robot hand points to a neutral face in between a frowny face on one side and a smiley face on the other.

To serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.

Customer satisfaction (CSAT) scores provide valuable information about customer experience (CX) and call and contact center performance. However, few clients choose to fill out surveys following calls with agents. The average satisfaction survey response rate across various industries is only about 15 percent, according to CustomerSure.

What if you could obtain a CSAT score for every call? One of our trusted partners, a prominent provider in the cloud communications and collaboration solution space, can make that happen with the power of artificial intelligence (AI). Our technology advisors recently met with that supplier’s sales team to discuss their AI-derived CSAT scoring solution and other offerings in their portfolio of products for SMBs and enterprises.

If you’re looking to enhance CX and improve your contact center performance measuring capabilities, here’s what you should know about our partner, their offerings and what they can do for your organization.

Provider overview

This California-based telecommunications supplier has worked since 2011 to help businesses improve efficiency and boost productivity with innovative phone system, meeting, and customer engagement solutions. Today, a highly advanced communications AI powers their products, which allow end users to connect with colleagues and clients from anywhere. With over 1,000 employees working from 11 offices globally, this supplier serves 7,000 clients worldwide. In addition to AI-driven CSAT scoring, this provider also offers unified communications and cloud contact center solutions, as well as full cloud phone system capabilities for Microsoft Teams.

Featured offerings: AI CSAT and Microsoft Teams phone system functionality

This supplier can provide cutting-edge software that lays the foundation for success in a work-from-anywhere world where CX matters more than ever. Some of their notable offerings include the following:

    • AI CSAT: With deep learning models based on thousands of conversations, this software can estimate customer satisfaction in real time, allowing you to collect approximate CSAT data for all calls and drive CX improvements. The solution also includes an SMS survey feature for additional data and real-time agent assistance in the form of cards that pop up with vital info such as specific keywords to utilize.
    • Teams phone system functionality: Maximize your Microsoft Teams ROI by turning it into a full-blown cloud phone system. This supplier offers Teams direct routing and a Teams PBX offering that allows you to bypass the $8 per individual PBX licensing.

Our trusted advisors can assist you if you want to learn more about business communications solutions from this provider and others in the marketplace. We can leverage our years of IT solution experience, partner network, and advanced tools to efficiently identify products and services that align with your requirements, pain points, and goals. With our price parity guarantee, you won’t pay more to work with us than you would if you went directly to the supplier.

Get started by calling 877-599-3999 or emailing to schedule a consultation.

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