Verint presents a comprehensive solution but our topic categorization feature with AI (zero effort for users) and capability to deploy same product on-prem and on cloud (cloud-agnostic) make us superior.
| FEATURES |
|
|
|---|---|---|
| 100% Automated Quality Management |  |
|
| Comparison Between Calls | |
|
| Non-First Call Resolution Identification | |
|
| Predefined Phrases in Category | |
|
| Quality Assessment | |
|
| Reporting | |
|
| Real-Time Assist | |
|
| Automatic Evaluation | |
|
| Agent Evaluation | |
|
| Trend Analysis | |
|
| Sentiment Analysis | |
|
| Silence Detection | |
|
| Available as SaaS | |
|
| Coaching | |
|
| Self-Practice Module | |
 |
| Redaction | |
|
| AI Topic Generation | |
|
| Words Frequency Analysis | |
|
“Using Agent Performance Analytics, supervisors were able to monitor and analyze sales conversations and provide feedback to agents effectively. The technology helped detect possible customer complaints in advance and enabled responsible teams to respond proactively.”
ING TÜRKİYEKnovvu Analytics collects 100% of customer interaction data at customer service channels and converts it into analyzable information for decision-makers. The solution provides critical and actionable insights to understand customers better and improve their experiences. With advanced quality management tools, Knovvu Analytics helps supervisors objectively score and improve agent performance with tangible feedback.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
See How It Works 