Contact Center Solutions Featured Article

Data-Driven Insight Adds Value with Conversation Analyzer

July 31, 2017

Summer in the United States is in full swing; the sun is shining, the pool is open, the grill is heating up and the golf course is calling my name. But summer isn’t just about fun in the sun, as NewVoiceMedia highlighted with the unveil of enhancements and a look at its Summer ’17 Release.

Today, NewVoiceMedia announced the arrival of its Summer ’17 Release, which boasts a robust integrated speech analytics solution to empower customer service and sales to find value in all interactions.

The new addition to ContactWorld, Conversation Analyzer, utilizes speech-to-text technology to transcribe each call and intelligently categorize interactions, providing actionable insight from the data captured in the form of data visualization and common themes. From there, the solution can showcase challenges and successes during each interaction.

Moni Manor, chief product officer at NewVoiceMedia, explains, “We are committed to investing in the development of our global cloud contact center and inside sales platform to continue offering customers the best possible technology on the market and crystal-clear voice around the globe. The enhancements unveiled in our Summer release will help make organizations’ sales and service teams more successful and build more personal relationships with every customer and prospect.”

Conversation Analyzer does more than simply analyze calls; as insight into operations is extremely important, the solution also ensures compliance obligations are met. And, those instances where it is not, corrective action can take place.

The release is aimed at improving sales, obviously, but does so in an intuitive manner, creating value in a seamless and efficient way. All the while building stronger bonds with customers and engaging the workforce.

Manor noted, “These real, emotional connections with prospects and customers are the times when people are most engaged with your company, as they are sharing thoughts, seeking help or making purchases. It’s important that this rich data source doesn’t go to waste. With Conversation Analyzer you can monitor these interactions, extract insight from them and use that to drive actions and be more effective in all your conversations.”

Data is the most valuable commodity in industry today. Leveraging that data for insight into the improvement of operations is mission critical, and NewVoiceMedia is making it easy for you to do so.

What’s in your contact center?

Edited by Alicia Young