CallCabinet Advanced Conversation Analytics
Take advantage of CallCabinet’s Advanced Analytics with strategically curated business intelligence dashboards that ensure precise decision-making across industries. Deep machine learning and next-generation artificial intelligence (AI) work in real-time to produce unparalleled business intelligence spanning all departments, multiple communication channels, and any calling, conferencing, or unified communications (UC) platform.
Advance Business Success
CallCabinet’s deep granularity of conversation analytics and the enhanced overall user experience, empower our customers to derive more meaningful insights from their conversation data.
Advanced Analytics is the flexible, self-managed, intuitive, insightful, and actionable call recording analytics platform you’ve been looking for. And, you get a monthly consultation with a dedicated CallCabinet team to ensure complete alignment with your goals.
AI-driven Analysis of Multiple Data Sources
Beyond voice analytics, email, chat, and social media are analyzed by powerful integrated artificial intelligence (AI) with deep machine learning capabilities. This solution is designed to ingest multiple conversation data sources for a more complete view and understanding of the conversations being captured.
Save countless manual review hours with automated quality assurance (QA) and call scoring. Proactively improve processes, employee coaching, and identify areas of revenue leakage which, when closed, result in increased revenue and employee performance.
Multilingual Transcription
Real-world business conversations often rely on more than one language to interact with customers globally. CallCabinet offers pairing of languages for multinational businesses which require accurate conversation data accommodating specific operational transcription requirements.
Automated Email Summary Reports and Notifications
Set triggers such as team member scores, conversations that include specific keywords/phrases, Net Sentiment, and Net Promoter Scores with specific threshold metrics or targets. Once the metrics are established, reports and notifications can be automatically sent to an individual or multiple recipients such as supervisors, managers, and executive decision-makers.
Monthly Consultation with a Dedicated CallCabinet Team
Ensure your business intelligence stays ahead of the game by regularly aligning your business metrics for optimal performance. With Advanced Analytics you get a monthly consultation with a CallCabinet Data Scientist and Customer Service Manager to make sure data aggregation from multiple sources, customization, automated reporting, and alerts exceed your expectations.
Detailed Interaction Journeys
Navigate seamlessly from high-level overviews to the depths of individual interaction journeys. Advanced functionality guides users through detailed data landscapes quickly and with precision, enabling a swift and more intuitive exploration. Access detailed analyses of each interaction, including sentiment analysis, call summaries, key actions, and the ability to query the conversation data for in-depth exploration.
Customizable Scorecard Phrase Editor
CallCabinet enables each department to create their own scorecard to refine QA evaluation criteria, and enhance relevance and precision in performance assessments. These department-focused analytics can be filtered by team or team member, with more control over the keywords/phrases associated with questions in each group’s QA scorecards.
This means internal organizations can personalize how they measure and interpret data, ensuring the analytics are perfectly aligned with targeted business objectives.
Team Member Analysis
Discover a holistic approach to team member analytics, offering a richer, more detailed perspective. Identify best and worst traits, most common risks, and trends with a comprehensive overview of team member activities, including performance, with enhanced detail and explainability through question-based scorecards.
Drill through to the interaction journey for detailed analysis per call, providing the journey, generative AI interaction with your call data, and view of the transcription.
Comprehensive, Customizable Dashboards
Customizable and prebuilt business intelligence dashboards provide deep strategic data driven insights held within captured conversation data. The insights revealed propel immediate decisions from near real-time reporting tied to targeted KPIs. A selection of dashboards are available in templated or fully bespoke formats, which can be customized to business requirements.
- Automated QA: Score to 100% call details with access to call recording playback, transcriptions, and manual QA or KPI dashboards built on points-based scoring, and customer-specific metrics.
- Call Classification: Common call classification models (Account Services, Billing, Sales), providing trend and aggregated interactive graphs with metric indicators per classification.
- Sales Intelligence: Sales team member performance, conversion rate tracking, competitive intelligence, product requirements, key metric monitoring, identification of champion sales team members, and the techniques used.
- Collections Intelligence: Collections team member performance, key metric monitoring such as Promise to Pay (PTP), Acknowledgement of Debt (AOD),Right Party Contact (RPC), identification of champion collections team members, and techniques used.
- Churn Intelligence: Identification of potential risk of churn or customer attrition, disgruntled customers, and monitoring of client and team member emotion.
- Customer Service Intelligence: Key metrics are monitored and reported in dashboards, such as Customer Journey, Repeat Callers, Negative Customer Emotion/Sentiment, Positive Customer Emotion/Sentiment, Escalations, Professionalism, Threat of Customer Cancellation, etc.
- Note: Employee stress/burnout level dashboards can be provided, helping companies protect their workforce investments, improve working conditions, and increase Customer Experience by ensuring happy, fresh, knowledgeable, experienced, and efficient interactions at all times.
- Historical Trend Analysis: Predictive and prescriptive analytics can be built to provide detailed information on past and predicted (forecasted) trending based on historical data. These prescriptive analytics provide recommended actions dependent on the results.
- Risk & Compliance Intelligence: Every business is unique with specific aspects of risk that need to be quickly and proactively identified. Get in-depth analysis on categories such as cancellation risk, complaints risk, and legal threat. Identify areas such as customer churn/attrition, employee attrition, fraud detection, insider trading, market abuse, corporate alerts, personal gain, legal risk, money laundering, bribes, complaints, etc.
Included with all CallCabinet products!
CallCabinet’s revolutionary compliant call recording and conversation analytics solutions come standard with military-grade security, data sovereignty, multi-tenancy, data resilience, data redundancy, unlimited storage, global support, and much more.
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Use All Recording Data
Outdated recording platforms? No way to fully utilize or access that calling data? CallCabinet can jailbreak your conversation data and compliantly migrate it to the CallCabinet cloud, consolidating all recordings for easy sharing, searching, and analyzing.
