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NEC UNIVERGE BLUE ENGAGE Interaction Analytics - NEC Engage Cloud Contact Centre

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NECALL Voice & Data
NEC UNIVERGE BLUE ENGAGE Interaction Analytics - NEC Engage Cloud Contact Centre

Today’s customer expects the ability to connect with you on their preferred channel of communication such as web-chat, voice, email or SMS. NEC’s UNIVERGE BLUE ENGAGE Contact Center as a Service (CCaaS) solution allows your customers to engage with a live representative. Uncovering meaningful insights from customer conversations could be a daunting and time-consuming task. While the information may be at your grasp, your supervisors simply don’t have time to review each and every conversation.


NEC ENGAGE Interaction Analytics helps your supervisors become more efficient by using artificial intelligence (AI) to automatically identify and notify them about important conversations to ensure high service quality and to grow your business. Each customer interaction contains topics, intent, emotions, and more, and these can all be analysed to provide insights that may help in organisational improvements.


  • Support - Customer support managers can be alerted to key phrases like “cancel” to see how frontline users handle the situation and can use the evaluator tool to give feedback
  • Product – Product teams can receive alerts for “broken”, “missing” to identify opportunities for improvements, new products, or features
  • Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities
  • Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial


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