Intellecta Interaction Analytics for
Content Management, Workforce Optimization & Customer Experience Management
Intelligently automated analysis for 100% of interactions across multiple channels.
Aggregate big data from various channels and sources for comprehensive analysis to provide actionable business intelligence from a single source for informed decision making and improvement across the enterprise.
Big Data Management
Convert big data into speaker-separated, structured text documents. Analysis delivers data that is easy to access, read, distribute and uses far less storage space.
Enterprise Content Management
Transcriptions and other structured documents are automatically categorized and clustered based on topics, relevance and patterns.
Automated Quality Assurance
Automated QA for 100% of interactions to evaluate contact center agent hard skills and soft skills..
Automated Compliance Management
Automated compliance management for PCI/DSS and sensitive data. Automatically replace/redact discovered subjects in text and original content files.
Automated Repeat Call Detection
Identify repeat calls and their root causes to achieve first call resolution and resolve call management issues.
Customer Experience Management
Call and voice recording data, as well as Key Performance Indicators from other data sources, can all be included in interaction analytics for analysis and presented along with analytics results through our business intelligence reports and dashboard.
Confirm what you expect to find and discover what you do not know about your interactions, customers' expectations and their satisfaction with your processes and business.
Sentiment, Intent, Behavior & Situation Discovery
Detect customer sentiment, intent, behavior and trends across speech and text interactions. In addition, audio quality can be analyzed to detect and troubleshoot static, noise and poor connections.
Customer Experience Tracking
Interaction analytics data with the inclusion of KPIs and standard scoring systems (CES, NPS, CSAT, FCR) provides an understanding of customer satisfaction throughout their experiences with your enterprise before, during and after service.
How We Power Interaction Analytics through AI-Driven Action Mining & Deep Mining
AI-Driven Action Mining
Intellecta Action Mining summarizes enormous amounts of data and discovers unknowns, what is hard to find and what matters most to know.
Action Mining is powered by advanced Machine Learning, Deep Learning and AI algorithms to provide:
Automated Quality Assurance (AQA), Association of Teleservices International guided AQA
First Call Resolutions (FCR)
Intent, Purpose, Professionalism, Cordiality, Empathy, Soft Skills
Trend Analysis, Predictive Analytics
Data and KPI Analytics
Multilevel Relational Deep Mining
Intellecta Deep Mining summarizes enormous amounts of data and discovers bottom-line actionable knowledge.
Overwhelming and dispersed data generated across organizations prevents management from connecting them all together and determining bottom-line actions required to universally improve the performance of all employees and agents or to establish customer satisfaction across the customer base.
For example, enterprise managers responsible for customer satisfaction and internal performance optimization need to promptly receive bottom-line actionable reports summarizing only what matters.
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