Conversational analytics collect 100% of customer interaction data at customer service channels and convert it into meaningful information for decision-makers. By analyzing customer-agent conversations you can pinpoint areas of improvement for both customer and agent experiences.
Using statistical comparison tool, granular differences between top-performing agents and others can be identified instantly.
Script adherence, acoustic indicators and sentimental features can be monitored automatically. So that supervisors can have full visibility of agent performance for objective feedback.
Knovvu Analytics presents real-time sentiment analysis, real-time notifications to supervisors and real-time triggers for API actions.
Using Call Center Speech Analytics technology, Webhelp was able to monitor and analyze 100% of all calls and gained actionable insights to train agents for better performances.
100%
of all customer agent interactions monitored
86%
Agent interruption rates were decreased
7%
Call quality scores were increased
“Customer calls hold important insights. Creating the right action plan through them, require objective analysis. Speech Analytics technology allows us to pinpoint areas that need improvement. And this has a direct influence on customer experience.”
CEO Webhelp Turkey
Knovvu Analytics collect 100% of customer interaction data at customer service channels and convert it into meaningful information for decision-makers. The solution provides critical insights to understand customers better and help to improve their experiences. Equipped with advanced quality management tools, Knovvu Analytics enable supervisors to objectively score and maximize agent performance with tangible feedback.
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Knovvu Analytics deliver faster response times and faster query results than competition.
Single solution supporting multi-tenancy for different teams, business units and operation.
Users enjoy visual queries design without any code requirement.
With the help of A.I., script adherence, acoustic indicators and sentimental features can be measured and scored objectively.
Prohibited words, urgent customer inquiries, or regulatory issues can easily be identified to notify supervisors instantly.
Easily pinpoint what your best-performing agents are doing correctly. So that you can support agents-in-need effectively.
Speech Recognition
Accuracy
Customers
in 20
Countries
Customer
Calls Analyzed
Monthly
R&D
Engineering
Team
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
