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Average Ratings 0 Ratings

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ease
features
design
support

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Write a Review

Description

Enhancing customer satisfaction, boosting agent performance, and ensuring compliance with legal and security standards can be achieved through a comprehensive approach to evaluating the quality of both voice and text-based customer interactions. Prioritizing effective customer engagement hinges on a solid focus on the quality control of call center agents. By seamlessly combining quality monitoring with recording and survey functionalities, businesses can pinpoint the most relevant interactions, assess agent effectiveness, and gather immediate customer feedback, which sheds light on both operational challenges and the quality of contact. The system allows for effortless recording, playback, pausing, and starting of two-way voice communications and desktop interactions. This recording capability provides valuable insights into the overall customer journey and plays a crucial role in enhancing the quality and performance of agents. Additionally, advanced evaluation tools contribute further insights, ensuring that both customer experiences and agent effectiveness are continuously improved and aligned with business objectives. Ultimately, this integrated approach not only fosters better relationships with customers but also empowers agents to excel in their roles.

Description

AI-Mediated Conversations (AI-MC) is an automated phone routing solution that uses emotion AI, voice data, and voice data to match customers to the most qualified agent to handle their specific call. This match is based upon profile data and our superior algorithms, which are the result of years of research and experience with NLP and behavioral signal processing. Whatever the goal, there is always an enabler that would allow both parties to achieve the desired result. This contributing factor is often a simple, naturally occurring human process: the development of an affinity or rapport between people. It doesn't matter what type of business communication is used (sales calls, support, collection), there will always be interaction between real people, where the affinity is rarely the same between two people. There are certain traits and behaviors that make us more compatible with others than we are with others. To increase sales or collections, you can guide the conversation dynamic. Meanwhile, our Oliver API is the engine that empowers AI-MC and all other integrations(Genesys, Uniiphore,..) that need to incorporate Emotion AI capabilities.

API Access

Has API

API Access

Has API

Screenshots View All

Screenshots View All

Integrations

Aspect Performance
Aspect Workforce
Genesys Cloud CX
Uniphore

Integrations

Aspect Performance
Aspect Workforce
Genesys Cloud CX
Uniphore

Pricing Details

No price information available.
Free Trial
Free Version

Pricing Details

No price information available.
Free Trial
Free Version

Deployment

Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook

Deployment

Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook

Customer Support

Business Hours
Live Rep (24/7)
Online Support

Customer Support

Business Hours
Live Rep (24/7)
Online Support

Types of Training

Training Docs
Webinars
Live Training (Online)
In Person

Types of Training

Training Docs
Webinars
Live Training (Online)
In Person

Vendor Details

Company Name

Aspect, an Alvaria Brand

Founded

2021

Country

United States

Website

aspect.com

Vendor Details

Company Name

Behavioral Signals

Founded

2016

Country

United States

Website

behavioralsignals.com

Product Features

Call Recording

Archiving
Call Sharing
Distributed Call Recording
Event Triggered Recording
File Transfer
Instant Retrieval
On-Demand Recording
Recording Bookmarking
Scheduled Recording
Screen Activity Recording
Video Call Recording

Product Features

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Customer Engagement

Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content

Customer Satisfaction

360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management

Emotion Recognition

Facial Emotions
Facial Expression Analysis
Machine Learning
Photo Emotions
Speech Emotions
Video Emotions
Written Text Emotions

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