Burlington, VT, USA, Nov, 2020 -- CallFinder, a provider of SaaS speech analytics technology and automated quality monitoring solutions, announced a new release that provides businesses with greater insights into customer interactions to improve CX and reduce customer churn.
This release marks the official launch of Insights, which includes sentiment analysis by agent, in conjunction with silence and overtalk, developed to help organizations meet the increasing demands of the modern contact center.
The experts behind Insights understand that the customer experience is part of a multi-faceted approach to identifying the behaviors that result in positive outcomes and ensuring that agents have the right skills to reach those outcomes. With the release of Insights, CallFinder delivers on its commitment to offer a AQM solution that helps businesses of all sizes understand what ultimately drives revenue—their customers.
"We’re continuing to evolve the CallFinder solution to meet the needs of our clients and empower them to efficiently enhance the customer experience. Our continued drive to transform customer operations has led us to develop this most recent CallFinder release. Insights provides deeper analytics and a viewpoint into the context and sentiment of interactions and does so quickly and automatically with our dynamic and AI-fueled solution," says Laura Noonan, SVP of Sales and Marketing for CallFinder.
Combined with CallFinder’s automated scorecards, Insights will identify whether an agent simply needs help with basic skills (following or deviating from a script), if more nuanced training is needed to improve soft skills, or if other issues are at play.
Posted by Veronica Silva Cusi, news correspondent
CallFinder is an affordable and flexible cloud-based recording and phonetic indexing speech analytics solution that allows businesses to easily record, categorize, and analyze customer conversations to gain business insights and improve the customer experience. CallFinder identifies spoken phrases within call recordings, highlighting calls that cover business challenges like customer satisfaction, workforce training, business and competitive intelligence, script compliance, and more.
Published: Monday, November 16, 2020
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