CallCabinet has released the latest iteration of its AI ‘Conversation Analytics’ solution with new intelligence functionality that will raise user experiences.
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The compliance call recording specialists CallCabinet describes Conversation Analytics as a “powerful” AI-powered compliant call recording, conversation analytics, business intelligence, and quality assurance solution.
It asserts that the solution is becoming the “go-to” for companies seeking a technology that integrate with all platforms, channels, devices, languages, and locations. Now, CallCabinet believes it is “set to wow the market” with this upgrade.
Craig du Plessis, Vice President of Analytics at CallCabinet, spoke about the inspiration behind the new and improved solution: “This iteration of our Conversation Analytics delivers a more focused approach for ease of engagement delivered right to our user’s fingertips.
“After deep collaboration with our customers over the last 12 months, along with the advances of AI, it was abundantly clear the direction we needed to continue going was to bring customisation of these insights even closer to how businesses interact with their daily business intelligence.”
Said du Plessis also drilled down on some of the benefits users can expect from the upcoming release:
“Beyond a slew of exciting new analytics features, we’ve also given the entire platform UI a visual makeover, aiming for uniformity in style, a sleeker appearance, better narratives, and smoother user journeys.
“This update is about making data interaction more straightforward, logical, and configurable.”
The Latest Conversation Analytics
CallCabinet intends to showcase the ability for compliant call recording and conversational analytics to be used across all company departments to feed into business intelligence.
It points to a new interaction journey visualisation feature that can provide a view of each interaction with the associated sentiment, action points, and interaction summaries in a user-friendly format. As a result, users will be able to rapidly assess every conversation, with the ability to make changes as strategies and needs evolve.
The upgraded solution also offers the ability for users to enter “dynamic conversation” with the data.
You can make intuitive queries and insights to turn complex data analysis into a simplified generative chat. Preset questions and natural language inputs to investigate interactions makes it easier to find trends, explore interaction details, and reveal insights.
The new phrase editor also allows companies to customise their analytics by choosing their own keywords and phrases related to questions in the quality assurance scorecards.
In its related press release, CallCabinet spoke in general terms about the advancements it is bringing:
“By deepening the granularity of interaction details and enhancing the overall user experience, CallCabinet has once again empowered customers to derive more meaningful insights from their data, leading to improved business performance, operational efficiency, and decreased time to action.
“Of course, one only needs to look as far as CallCabinet’s brand promise of Revolutionary Innovation to understand that these updates reflect CallCabinet’s serious commitment to providing a flexible self-managed, deeply intuitive, insightful, and actionable analytics platform as the defining element of their solution.”
In September last year, CallCabinet completed its integration of Zoom’s portfolio through the addition of Zoom Contact Center.
Organisations using Zoom Contact Center can now leverage CallCabinet’s reporting and analytics capabilities and advanced features that record conversations and capture rich call metadata. These include Zoom Call ID, Queue Name, Flow Name, Consumer Display Name, and Agent Skill.
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