Transform your call center operations and elevate your customer service. Gen2Call solution supports the analysis and transcription of all call recordings to gain insights into customer interactions and operational efficiency of your contact center.
research
Working with Dark Data
On average, contact centers analyze only 5-10% of calls, using manual methods such as surveys and random call sampling. Companies also face the problem of "dark data" - customer conversation data stored in isolation in the contact center base.
Gen2Call solution turns your customer-centric data into structured analytics that are convenient for BI tools so you can make better decisions to grow your business.
Benefits for Business
CX improvement, quality control
Quantifying customer sentiment and measuring the true voice of the customer.
Cost Optimization
Ability to analyze 100% of calls in detail offline without the need for manual labor.
Increase call center sales
Discovering and replicating best practices within your team to increase conversions.
gen2call
Get Data from 100% Calls
Gen2Call solution analyzes customer calls to extract valuable call center metrics and insights such as average call duration time, caller intent, customer and agent sentiment, customer feedback and others.
Using these metrics, supervisors are able to make effective training plans to improve agent performances. Executives are enabled with valuable data-driven insights that help them improve customer loyalty, elevate product performance as well as solve operational challenges like compliance, agent productivity, data privacy, and rising operational costs.
key features
How it works?
Speech-to-text
Automatic conversion of your Call Center calls (audio) into text. The purpose of transcribing is to qualitatively translate speech into text format, which will be further used to extract valuable information.
Speech analytics
A system for analyzing and classifying your call center calls. You can define the classifiers you need or use pre-defined ones: purchase intent, agent greeting, use of parasitic words or profanity, order status, complaint and many others.
Operator performance
Functionality for setting up a point system of operator performance evaluation, which can be formed on the basis of the following parameters: correctness of greeting, politeness of communication, customer satisfaction, call answering time and other parameters included in the quality control KPI of your call center. This will allow operators to monitor their performance and improve their work, as well as increase the quality of customer service.
Human Feedback learning
Innovative feature training Human Feedback - a method that trains Gen2Call's "reward model" directly based on human feedback. In this way, you can rate (like or dislike) the Gen2Call system results to optimize the correctness of the solution in the future.
Classifier Builder
Possibility to create your own classifiers by key words.This functionality is used when you need to filter calls by the presence of a certain keyword (for example, "discount") or add an additional classifier for the speech analytics system.
Emotional Profile Score
Functionality that analyzes calls and allows you to extract the following metrics: silence, surprise, fear, anger, happiness, disgust, and more. Your customer conversations are a goldmine of Voice of the Customer (VOC) data, and speech analytics technology can automatically extract and organize these metrics at scale across millions of calls.
it should be noted
Call Center AI market is growing
The global contact center software market is expected to grow at a 23.2% CAGR from 2022 to 2030. This growth is influenced by the growing adoption of cloud and virtual contact center solutions.
A study by ResearchAndMarkets found that the global speech analytics market size will reach $5.46 billion by 2026 and will grow at a CAGR of 22.14% during the forecast period (2021-2026).
The artificial intelligence market in call centers is projected to reach $4.1 billion by 2027, a significant increase from its value of $800 million in 2019. Artificial intelligence is used in a variety of tools ranging from data analytics software to AI-driven chatbots.
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“More time spent on strategic business decisions and less on control headaches.”
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