TRUSTED BY +2.5 MILLION PROFESSIONALS
THE AI-POWERED TOOL THAT ANALYSES YOUR CALLS
With the Quality Monitoring service, you can automate real-time call quality analysis and focus on what really matters: developing strategies to improve service quality.
For every call, AI:
→ Evaluates agent performance
→ Identifies customer satisfaction levels
→ Categorises the conversation
→ Generates a title that summarises the enquiry
→ Produces a concise summary of the conversation
THE CALL CENTRE SPEECH ANALYTICS TOOL THAT GIVES YOU
CALL TITLE
Extracts the reason for the call into a clear, concise headline.
CONVERSATION SUMMARY
Generates a summary highlighting the key points of the conversation.
CONVERSATION TYPE
Classifies conversations based on their type or category.
SENTIMENT ANALYSIS
Determines the level of customer satisfaction at the end of the call.
CALL QUALITY
Rates the call from 1 to 5 stars based on agent performance and customer satisfaction.
EAGER TO KNOW MORE? CALL US NOW ON +34 900 670 750
GAIN MORE INSIGHT, GAIN MORE CONTROL
Each automatically generated call analysis is embedded in CDRs, allowing you to compare data and identify areas for improvement.
All key call details (service, agent, date, status…) are consolidated into a single table, along with the call title, summary, category, sentiment and rating.
WHY USE AI-POWERED SPEECH ANALYTICS FOR CUSTOMER SERVICE?
TURN ALL YOUR AGENTS INTO TOP PERFORMERS
Identify the areas in which your agents excel and those in which they need improvement.
With this insight, you can enhance training in key areas to develop outstanding agents.
IMPROVE CUSTOMER SATISFACTION IN CHALLENGING AREAS
Easily identify the topics that receive the lowest ratings and satisfaction scores, and create a targeted action plan for those specific conversations.
IDENTIFY AUTOMATABLE RECURRING ENQUIRIES
Many customer queries follow repetitive patterns and can be automated using EVA AI (Enreach Virtual Assistant).
GAIN VALUABLE INSIGHTS FOR DECISION MAKING
Automatically extract all types of data-driven insights to make smarter, more informed decisions.
SAVE HOURS OF MANUAL WORK
There’s no need to manually listen to every conversation to assess service quality – this tool does it for you.
ARTIFICIAL INTELLIGENCE THAT INTEGRATES WITH YOUR SYSTEMS
✔ Seamlessly integrates quality monitoring data with your CRM, ERP and other business applications.
✔ Generates automated dashboards using your business intelligence tools.
KEY FEATURES OF QUALITY MONITORING
Your speech analytics tool for automating the analysis of customer service calls.
- Call transcription
- Sentiment analysis
- Agent performance evaluation
- Call title identification
- Call summary generation
- Call categorisation
- Data integration into CDRs
- Data export to business intelligence tools
ENHANCE YOUR CONTACT CENTRE MANAGEMENT WITH MORE FEATURES
CALL TRANSCRIPTION
REAL-TIME MONITORING
CUSTOMISED REPORTS
CALL RECORDING
REQUEST A DEMO OF QUALITY MONITORING
2024 AWARD: BEST AUTOMATION & ROBOTICS PROJECT
Awarded by Platinum Customer Experience Awards
CONTACT US NOW BY CALLING +34 900 670 750
