We're thrilled to announce a significant upgrade to our call listening screen, bringing together the power of our core platform with the intelligence of CX Insights, our AI-powered call analysis solution. This enhancement provides a more streamlined and insightful experience for operations leveraging CX Insights, directly within the familiar call listening interface.
What's New?
The redesigned call listening screen now offers:
New Look and Feel: We've streamlined the layout to ensure the most important information is readily accessible.
Integrated Call Transcription: Accurate call transcriptions are now displayed directly within the listening screen, alongside the audio player. Quickly scan the text to pinpoint key moments and easily search for specific keywords.
Seamless CX Insights Analysis: Unlock the power of AI-driven insights directly within the call listening experience. Access CX Insights analysis results, including sentiment analysis, solution provided, and categorization all within the same screen. Understand customer emotions and identify critical trends without leaving the call recording.
Benefits of this Integration:
Deeper Insights: Gain a more comprehensive understanding of each call by combining the audio recording with call transcription and CX Insights analysis.
Improved Agent Performance: Use the combined data to identify areas for agent coaching and improvement, leading to better customer interactions.
Enhanced Customer Experience: By understanding customer sentiment and identifying key trends, you can make data-driven decisions to improve the overall customer experience.
This enhanced call listening screen is automatically available to all operations who have subscribed to CX Insights. Simply navigate to your call recordings as you normally would, and you'll see the updated interface.
We wish your operation benefits from this new release and look forward to hearing your feedback!