What we say and how we say it, is, you could argue, what makes us human.
In business, both are unarguably critical to the customer relationship.
Say the wrong things in the wrong ways and you could well be toast.
Get it right on both levels and loyalty levels soar.
That’s why business communications of all kinds bear close scrutiny.
Put simply, with billions of interactions occurring every single day, it pays for organisations to be certain that their people are choosing their words carefully.
To that end, call recording is of course hugely useful.
But it’s how organisations leverage that functionality that can really make a difference.
“Most businesses have sufficient data, but they lack the time and ability to turn it into actionable insight,” says Jennifer Howden, European Marketing Manager of cloud-based computing and communications vendor, Evolve IP, whose white-labelled telephony and collaboration platform has the power to address that challenge.
“Our solution enables businesses to analyse data points across conversations, capture critical attributes of calls, and improve customer and employee interactions – all in a simplified, automated, and compliant manner.”
“That helps them improve service and, ultimately, sales.”
Evolve IP partners with Dubber, the world’s leading unified call recording and voice AI solution.
Dubber’s solution integrates with Evolve IP’s Global Voice hosted telephony and collaboration platform and its call data analytics solution by Akixi.
Crucially, it also integrates with Microsoft Teams and Cisco Webex; allowing enterprises to support remote work where most in-person interactions occur virtually.
Against that backdrop, whether organisations are conducting recruitment interviews, coaching via distance learning, having sales meetings, or delivering on service level agreements, capturing call content and data can be mission-critical.
Key moments of calls can be highlighted and stored, saving time spent in manual review or taking notes.
Call content can be instantly transcribed and quickly and easily added to other integrated CRM platforms such as Salesforce.
And the solution can be configured to trigger appropriate alerts using its AI-powered notification system.
“However and wherever a call starts, the connection and conversation can be instantly transformed into critical content used to provide insights, alerts, and dashboards,” says Howden.
“Users can search the captured content using keywords and identify key points, sentiments, and tones, such as when a customer sounds frustrated.”
“Nominated individuals such as call centre supervisors and team leaders can then be alerted when a call has negative sentiment.
It is all done 24/7 and content is available anywhere on any connected device via app or portal.
“That enables organisations to act quickly in the event of a negative issue and for them to drill down into problem areas and identify opportunities to improve customer experience,” Howden explains.
“Unhappy customers who have experienced a sub-standard interaction with an organisation can take to social media to vent their frustration in moments.”
“That’s why they need the real-time support of our solution.”
Surprisingly, research suggests that currently only 10 per cent of global communication interactions are routinely captured but, by the year 2025, that figure will be closer to 75 per cent.
Plus, in addition to the commercial imperative, there are also statutory legal requirements for some types of organisations to record and store certain call content data.
As is usual in the channel, opportunity therefore abounds.
“Tens of thousands of users leverage the Dubber solution every day around the world,” says Howden.
“Over the coming years, it is expected that millions of users will capture billions of minutes of conversations via voice, video, chat and more.”
The functionality is infinitely scalable and offers different content retention periods to suit different customers in the UK, EU and US; from 30 days up to unlimited years.
“Evolve IP is proud to be the first Dubber partner in the UK and the largest in Europe,” adds Howden.
“We, our reseller partners and their customers are able to benefit from Dubber’s global reach, with 140 employees in offices in Sydney, Dallas, and London, delivering 24/7 enterprise-grade support.
“It’s a truly exciting partnership and one which spells opportunity for all parties.”
- Evolve IP partners with the world’s biggest tech companies to bring together their unified communications, collaboration, voice, virtual desktop, and contact centre tools into a single, secure solution, fine-tuned for the hybrid workforce. By seamlessly integrating these disparate systems from leaders like Microsoft, Cisco, Citrix, and VMware, and filling in the gaps, we improve both productivity and security, increasing uptime to make the future of work better for everyone. To learn more about how Evolve IP can help you and your customers thrive in today’s hybrid workplace environment, contact Evolve IP today.
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