Supercharge Your Business Operations With Intelligent Analytics For Contact Center

This is a powerful feature that lets you gain detailed insights on every single conversation between your customers and agents in real time. It lets you identify and monitor each conversation and act on gathered insights that are the most meaningful to your overall CX. It further allows you to evaluate and critically look at the ones that need special attention or have the greater potential to drive change in your overall CX and EX. Engagely analytics lets you have the view of end to end chat history with detailed intent- entities, session insights, customer satisfaction score reports, languages usage, customer feedbacks, live chat insights and more.

The 100% call audit gives you better visibility of your every customer call. Engagely analytics transcribes each and every call to further let you identify the underlying reasons for customer dissatisfaction and agents behavior or attributes during the call. The keywords can be found within the transcripts along with its frequency and occurrence over time. It also helps you accurately identify intents and sentiments of the customer to  drive an empathetic customer experience and report a flag if and when required.

The insights help you gain a holistic picture of your team’s performance that leads you to more strategic initiatives. The scoreboard includes insights on process adherence, compliance, quality assurance and customer satisfaction scorecard basis call hold, supervisor escalations, sense of urgency and more. The reporting and custom dashboarding along with supervisory control further lets supervisors keep track of agent development and progress and thereby quickly identify critical areas for coaching.

This is a very powerful feature that lets you have an aerial view of your overall business insights to help you know exactly what’s happening in your business. Engagely AI engine analyzes millions of customer conversations in real time. It helps in turning a vast pool of data into actionable insights, identifying blockers to the improved customer and agent experience and recommending business improving actions.