Monitor 100% of Your Calls 

Our speech analytics and voice AI suite allows you to tap into a wealth of extremely important information in voice conversations. Gain full visibility into 100% of your customer conversations for quality and compliance. Easily figure out customer pain points and help agents resolve issues faster.

3

Monitor 100% of Your Calls 

Our speech analytics and voice AI suite allows you to tap into a wealth of extremely important information in voice conversations. Gain full visibility into 100% of your customer conversations for quality and compliance. Easily figure out customer pain points and help agents resolve issues faster.

3
ContactPoint 360 - Speech analytics and Voice AI

Significantly better customer experience

Our fully interactive tool surfaces topics that trigger a positive or poor customer experience. It helps you identify and replicate the behaviors of your top agents with ease. Start personalizing conversations on an individual basis.

Analytics driven quality management

Monitor all inbound and outbound agent calls and unlock new insights on customer care. Increase the quality of your customer experience and improve efficiencies in agent training, onboarding, and compliance to transform agent performance.

ContactPoint 360 - Analytics driven quality management
ContactPoint 360 - Speech Analytics Integration

Easy to integrate, Easy to deploy

Get valuable voice analytics data from the very first day. Our customized solution takes the guesswork out of quality assurance, and enhances your agent coaching and training.

Key Benefits

Save costs on all call monitoring and evaluation

Never miss a compliance gap or lawsuit mention

Lower attrition through improved coaching

Improve AHT & FCR by fixing broken processes

Deep insights on customer sentiment and performance

Case Study: US Energy Provider

ContactPoint 360 - Speech Analytics Case Study
ContactPoint 360 - Speech Analytics Case Study

US Based Energy Provider:
Outbound Sales of Gas and Electric.

ContactPoint 360 - Speech Analytics Case Study
ContactPoint 360 - Speech Analytics Case Study
  • 5 Telesales Vendors.
  • Sales rejected at utility.
  • Compliance issues.
  • Sales-per Hour under target.
ContactPoint 360 - Speech Analytics Case Study
ContactPoint 360 - Speech Analytics Case Study
  • Went from scoring 2% of calls to 100% of sales calls.
  • Set flags for compliance statements, trial
    closing questions and opening statements.
ContactPoint 360 - Speech Analytics Case Study
ContactPoint 360 - Speech Analytics Case Study

Over 3 month period:

  • 17.3% increase in SPH.
  • 31% reduction in utility rejections.
  • Reduced attrition by 12%.

Related Case Studies

Case Sudy - Outbound Sales
Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention

To serve the customers, we need to know the customers. Conversations between sales agents and customers can provide direct insights into the need of the market. But only 2% of these calls are every recorded. Using Speech Analytics and Voice AI technology, we recorded 100% of outbound sales calls for a US-based energy provider and achieved a 17.3% increase in sales/hour!

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