Cloud communications firm Intermedia has released Intermedia Interaction analytics, a new AI-based feature for its Intelligent Contact Center platform.
Intermedia Interaction Analytics lets agents gain insights from thousands of customer calls. The solution transcribes calls and voicemail that come through multiple call queues. Then, it utilizes AI to analyse and assign sentiment tags based on positive and negative words.
Agents can also use a recording search function to find call recordings by sentiment or by keyword or phrase.
In addition, supervisors can automatically flag calls for evaluation based on key phrases.
Koray Parmaks, Intermedia’s Vice President of Contact Center as a Service (CCaaS), said: “Intermedia Intelligent Contact Center gives businesses and the partners that serve them the tools they need today to deliver an outstanding customer experience without the cost, complexity, resource requirement, and prolonged implementation time experienced with competing solutions.
“With the addition of Intermedia Interaction Analytics, business leaders are now able to sift, more easily and efficiently, through all of the calls within their sphere of control to identify the customer conversations that have the biggest impact on their success. And for partners, Intermedia Interaction Analytics adds even more value to a solution built to help their customers deliver exceptional customer experiences.”
Intermedia claims the new feature has broad application across various teams, including customer support, product teams, and sales.
For example, marketing teams can utilise feedback to finetune campaigns with messaging that better meets customer expectations.
To discover more about Intermedia and its CX philosophy, check out our video: Intermedia Drives Business Transformation with a CX-First Mentality
