Key Features
Our AI based Voice and Text Analysis sytem allows you to deep-dive into all customer communications without really deep-diving.
Improve your service efficiency, security, compliance and chances of sales success. Identify the reason for a call, push possible resolutions and add-ons to an agent in real time. Receive alerts on errors, key customer issues and measure agent performance.
Authenticate and re-verify agents and customers using their unique voice biometrics. Remotely recognise homeworkers. Bypass repeated DPA verification to reduce call times. Uncover prevailing sentiment and vulnerability. Drill down into calls, where the associated sentiment is tagged as voice and text. We analyse and audit calls automatically and bring your data to life. You gain a comprehensive overview of your call centre operations with an easy to use interface. Feedback continuously feeds into the system and upgrades. Our secure data integrates into your CRM systems.
Product Manager
Customer reception to new product and product changes are critical to its success, particularly when assessed against the competition. Brand perception is critical and CXReview will deliver this continuous feedback to continue to increase product acceptance in the market. CXReview is designed to give control of the product decision to the human expert with powerful data from the voice of the customer.
Call centre Management
Customer service quality is a prime responsibility of the call centre manager and leadership team. Adding the customer sentiments and vulnerability index enriches the information to customer service management, providing a 360° view of the customer.
Quality Manager
The role of the quality team in call centres is to listen to a small subset of all conversations for quality of service and report them against a marketing template. CXReview’s automatic transcription can listen to 100% of calls and instantly mark them for quality against your pre-defined template. This allows the quality team to transform from quality checkers to quality improvers. Agents receive immediate independent feedback for a more dynamic approach to customer service
Team Leaders
Managing individual advisors in Call centres is often a challenging task for team leaders. CXReview delivers an immediate assessment of the agent performance on every call, not only for the accuracy of service but the quality of customer interaction through the measurement of sentiment and vulnerability. The automatic and independent marking of agent performance and immediate feedback mechanism and conversation level provides team leaders with invaluable tools to manage their team of advisors.
Advisors/Agents
Customers dictate the role of agents in a call centre, who are often under pressure from all sides. CXReview offers advisors access to their own conversation environment where they can view and analyse their own performance on calls, but also get direct feedback from the quality and team managers. This presents a self-learning environment where advisors can find their own path to deliver great customer experience.
Schedule a demo of CX Review and find an easier way to get to the data of your interest. With sentence and AI driven sentiment analysis, leverage and get deeper insight into the performance of your representatives.
As customer demands for seamless, personalised service increases, businesses are turning to AI robots to meet these demands. A series of reports from CXReview will explore the impact of AI on the business, the contact centre and the customer.
