Call Center Scheduling Featured Article
Observe.AI Launches Reporting & Analytics Solution for Call Centers
Do you ever wonder what your customers are telling you? While it may be easy to understand individual customers, actionable insight comes from analyzing large amounts of data to spot trends that can help you improve your product and services, your call center operations, your customer engagement strategy, and more. While this analysis can be done manually and in-house, it’s an onerous and expensive process and subject to human error.
Conversation intelligence platform for call centers company Observe.AI announced the launch of Reporting & Analytics, a solution designed to help contact center leaders accelerate the activation of meaningful insights that improve business performance and outcomes. Using a conversation intelligence engine, Observe.AI Reporting & Analytics provides business leaders with an integrated, holistic view of contact center performance. It delivers interactive data exploration and visualization with up-to-the-minute insights across key dimensions — including positive and negative customer experience drivers, customer sentiment, agent performance, coaching and revenue opportunities, and compliance.
The goal of the solution is to allow contact center leaders to get actionable feedback on important issues, such as what’s driving CSAT and NPS scores, how customer sentiment is trending over time, which teams are driving the highest sales conversions, and which factors are contributing to average hold time. The solution delivers interactive data exploration and visualization with up-to-the-minute insights across key dimensions — including positive and negative customer experience drivers, customer sentiment, agent performance, coaching and revenue opportunities, and compliance.
Existing Observe.AI customers are already seeing the benefits of the differentiated insights delivered by Reporting & Analytics, according to the company. Personalized healthcare benefits company Accolade serves millions of Americans across a range of healthcare concerns and uses Observe.AI to enrich insights around the member experience and improve frontline care team performance and service quality.
“Observe.AI Reporting & Analytics allows us to deepen our understanding of the member experience with greater precision. With their timely and contextualized insights, we’re able to rapidly promote successful behaviors across our team, and ensure we’re delivering the highest-quality healthcare experience,” said Tod Kehrli, Senior Director of Technology Services at Accolade, Inc.
Edited by Erik Linask