As a team, we use data science and artificial intelligence
to understand the customer journey through marketing,
improve sales effectiveness, and manage operations.
We combine data from disperate systems to provide a holistic view of every transaction.
We identify and present actionable performance metrics that go beyond conversion and handle time.
We enable accountability relative to expected performance including likelihood of conversion.
We score every agent and every call for dozens of behavioral scores and quality measures.
We enable front line managers with a tool to coach and monitor actual performance.
We use machine learning to identify best practices and insights that drive improvement.
Please enjoy some of our latest insights and findings as they relate to our work and community.
Conversation analytics is work done to undertand, monitor, and track information within speech or text from conversations. This is powerful within sales, service, and media. We use conversation analytics to determine topic, sentiment, intent, and compliance to drive conversion, quality, and efficiency.Continue reading