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A prominent public health agency needed to launch a contact center with over 21,000 agents in just eight weeks for a vital project. The organization turned to a contact center analytics solution in our portfolio for in-depth insight into interactions across all channels.
The analytics platform provided artificial intelligence, machine learning, translations, and sentiment analysis. Subsequently, the agency gained end-to-end visibility into caller journeys, sentiments, topics, and themes. The solution also helped them automate interactions and gauge the effectiveness of interactive voice response (IVR) and workforce management (WFM).
With the analytics platform, the agency saved 30 percent on quality management and achieved a comprehensive understanding of caller motivations and agent performance.
If you want to gain greater visibility into call center operations and enhance customer and agent experiences (CX and EX), you should consider deploying the same contact center analytics solution.
Contact center analytics platform: Key features and benefits
This contact center insight and action solution empowers your team to deliver stellar service. Powered by AI and machine learning, the platform can overlay any Contact Center as a Service (CCaaS) offering and consolidate data from various other systems.
Notable features include
Contact center analytics
Speech and text analytics
Transcription
Quality management
Business intelligence
Reporting
Customer playbook builder
This offering enables enterprises to understand customer journey data better while ensuring security and compliance. Here are a few key differentiators:
Pure Software as a Service (SaaS) structure allowing for fast activation
Government and enterprise-grade security
Compliance with PCI DSS, SOC 2 Type II, HIPAA, GDPR, CCPA, LGPD, FedRAMP, and ISO 27001
AI and automation for business users
360-degree view of customer interactions with both real-time and historical data
The contact center analytics platform is well-suited for businesses with multiple data sources and over 100 agents across all call centers. This offering typically reduces agent churn by 25 percent and increases net promoter score (NPS) by 10 percent.
Our technology advisors are here to help if you want to explore contact center analytics solutions for your business. Our team has extensive experience working with clients to optimize call center operations; we can leverage our expertise, the latest market data, partnerships with leading suppliers, and objective comparison matrices to efficiently identify the top 5 options for your organization based on your needs and goals.
Get started today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
