Turn customer insights into action
iConvo enables you to uncover the wealth of customer insights flowing into your contact center via analyzing customer conversations and feedback using artificial intelligence (AI), converting raw customer feedback into highly usable data—and see issues as they emerge.
Analyze your customers' conversations in 50+ languages
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5x more feedback |
80% reduction in cost |
50,000+ hours of conversations analyzed |
10 AI research scientists |
Improve CSAT & NPS (1.5x higher) |
20+ customers |
Boost customer retention by up to 3x |
6x reduced compliance issues |
All customer conversations will be pre-processed and converted to searchable transcripts.
iConvo's Natural Language Processing (NLP) and AI algorithms process all such data and mines them for words, phrases, and contextual analysis, identifying trending topics and customer interests, and creating a written record and detailed analysis of every conversation.
Filter & Search
Free text search through millions of calls in milliseconds. Observe trending charts based on search terms. Navigate directly to the specific paragraph where these terms are mentioned. View and listen to the exact words spoken, allowing you to connect deeply with each individual customer.
The vital thing to understand about our analytics is that it help you understand your customers’ views on your brand and product, their suggestions for improvement, and what they think you excel at. It gives contact centers the answer to 'Why?', not just 'What?'. Why are average handle times so different across agents? Why are customers of this product upset? Why are people calling the contact center?
Sentiment & Satisfaction Score
By analyzing the sentiment of every call, down to each paragraph, we gain insights into the factors influencing customer sentiment, be they positive or negative.
Utilizing sentiment analysis, we develop a Satisfaction Score. This score enables analysis at the category level, employee level, and trend analysis over time in order to identify the primary drivers of both positive and negative contacts to comprehend your customers’ perception of your brand, product, and processes.
Quality Assurance (QA)
iConvo analytics is valuable to a business in terms of discovery, compliance and business process optimisation. The outputs from analytics can offer major improvements to other elements of the WFO suite, such as agent performance and training.
Being able to monitor 100% of calls with 100% of agents means that it is possible to make sure that agents comply with all business rules as well as regulations. Linking this information with metadata such as call outcomes, sales success rates and other business metrics means that the most successful behaviours and characteristics can be identified and shared across agent groups.
Scorecards based on 100% of calls rather than a small sample are much more accurate, and support better training and eLearning techniques, and have great potential to cut the cost of manually QAing calls. Analysing all interactions also means that QA professionals are made aware of any outliers - either very good or very bad customer communications – providing great opportunities for the propagation of best practice, or identifying urgent training needs, respectively.
iConvo.ai integrates with your agent desktop, CRM, Order Management Systems, Ticketing Systems, and more .....
