Do you want to enhance the quality management of your customer interactions, optimize service delivery, and foster continuous improvement? XCALLY Quality Analysis is the solution for you. Using cutting-edge artificial intelligence technologies, XCALLY Quality Analysis analyzes call recordings, elevating both the customer experience and the performance of your customer support team.
XCALLY AI Features
XCALLY Quality Analysis offers a range of key features that allow you to make the most of your customer care.
Transcription
The Automatic Conversation Transcription feature automatically converts voice recordings of customer service interactions into written text, recognizing different accents and languages. Automatic transcription facilitates search and data extraction from conversations, enabling more efficient management. With Split Voice Recording feature for each participant, you can generate transcriptions for each speaker independently, allowing for detailed analysis of agent-customer interactions.
Sentiment Analysis
Sentiment Analysis provides metrics indicating the confidence level and identifies the prevalent sentiment as positive, neutral, mixed, or negative. This information helps evaluate the overall mood and satisfaction levels during calls.
Post-Call Analytics
Gain valuable insights into the emotional tone of calls. The general sentiment of both the customer and the agent is assessed throughout the entire conversation. The tool also detects the tone of voice in each individual message, providing detailed monitoring of customer service trends and helping identify areas for improvement.
QA Categories
Implement call categorization to identify keywords, phrases, sentiments, or actions during a call. This feature allows for prioritizing escalations, such as calls with negative sentiment and frequent interruptions. This data is crucial for ensuring service quality and identifying improvement opportunities.
Benefits of the Quality Analysis Function
- Agent Performance Evaluation: Evaluate call handling and its impact on customer sentiment.
- Efficient Quality Control: Optimize processes and customer experiences.
- Customer Service Improvement: Identify sentiment trends and address issues promptly.
- Communication Clarity: Transcriptions and sentiment analysis clarify content and emotions.
With XCALLY Quality Analysis, companies can enhance the customer experience, optimize processes, and gain valuable insights into agent performance. This innovative solution contributes to elevating the quality of customer service and maintaining a competitive advantage in the market.
Don't let the quality of your interactions remain a mystery; uncover the potential of XCALLY Quality Analysis today!
