Enhance your quality management to boost customer interactions, optimize your services, and achieve continuous improvements. XCALLY's Quality Analysis leverages cutting-edge artificial intelligence technologies to analyze call recordings, elevating both customer experience and your customer service team’s performance.
Automatically convert voice recordings of customer service interactions into written text, while simultaneously recognizing various accents and languages. Automated transcription streamlines the search and extraction of crucial data from conversations, enabling more efficient management. With the Split Voice Recording feature, transcriptions for each speaker can be generated separately, allowing for a detailed analysis of interactions from both the agent and the customer.
Dive deeper into sentiment analysis with metrics that assess confidence levels and identify prevailing sentiments as positive, neutral, mixed, or negative. This information helps in evaluating overall mood and satisfaction levels during calls.
Gain valuable insights into the emotional tone of calls. The overall sentiment of both the customer and the agent is evaluated throughout the conversation. The tool also detects the tone of voice in each message, providing detailed monitoring of customer service trends and helping identify areas for improvement.
Implement call categorization to identify keywords, phrases, sentiments, or actions during a call. This feature allows for prioritizing escalations, such as calls with negative sentiments and frequent interruptions. This data is crucial for quality assurance, aiding in identifying opportunities for improvement.
Choose the forefront in customer care with XCALLY's AI Solutions. With these innovative solutions, XCALLY offers an excellent range of AI-based tools that enhance efficiency, personalization, and the overall customer experience.
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