During my visit to the Twilio Signal event this month, I explored some of the different solutions being offered by vendors building on the Twilio platform. I came back from his adventure full of information about some of the latest and greatest insights into contact centre communications, complete with integration for the Twilio and Talkdesk cloud communications platforms.
One of the most interesting brands at Signal London this year, was “Ytica”, a company that builds software for conversational analytics and contact centre reporting. Here, we’ll take a little look at what Ytica is all about, and what kind of services they can offer the contact centre.
Introducing the Ytica Contact Centre Solution
Ytica is a contact-centre-focused organisation, who decided to develop an easy-to-use analytical product, for companies of all shapes and sizes. The full team at Twilio take their expertise from years of experience within the contact centre space, so it’s easy to see how much innovation they have to bring to the market space.
Their out-of-the-box solution to call centre analytics allows businesses to access all the information they need in the form of call replay, contact centre business reporting, and conversational analytics. All you need to do is plug Ytica into your contact centre system, and you’re ready to go.
Ytica’s plug-and-play approach to call centre analytics means that companies can begin to build the metrics and insights they need instantly, with pre-built reports and dashboard solutions. The system also integrates seamlessly with both Talkdesk and Twilio.
What to Expect from Ytica
We’re moving into a world where the average contact centre experience needs to be more informed, and contextual than ever. Ytica is responding to these new demands with out-of-the-box reports and dashboards that provide insight into outbound and inbound services while allowing companies to analyse their support and sales operations. You can:
- See when and why customers abandon a queue
- Develop your own custom KPIs and dashboards for metric monitoring
- Use alerts to stay updated with the latest information
When it comes to call recording, Ytica also provides solutions for call centre supervisors to analyse the information you get on a deeper level, finding out where customers and agent communications go wrong. This is perfect for teaching and training opportunities.
What’s more, since companies today want to gather more contextual information from their conversations with customers, the Ytica solution allows you to tailor your conversation analytics to your needs, by letting you:
- Find out which phrases close the most sales
- Define keywords essential for your conversations
- Detect signs of unhappy customers
- Focus on the most valuable calls first
- Free up team leaders so that they have more time to train agents
All in all, Ytica are giving contact centres the chance to discover the true value of their audio experiences.
