NEC UNIVERGE BLUE ENGAGE Interaction analytics (NEC Engage Contact Centre)

Uncovering meaningful insights from customer conversations could be a daunting and time-consuming task. While the information may be at your grasp, your supervisors simply don’t have time to review each and every conversation. But with the ability to transcribe full conversations and voicemails, Interaction Analytics helps your supervisors become more efficient by using artificial intelligence (AI) to automatically identify and notify them about important conversations to ensure high service quality and to grow your business.

Interaction Analytics Demo Video

The video below gives a brief overview of the UNIVERGE BLUE ENGAGE Interaction Analytics available with the NEC Engage Cloud Contact Centre.

Each customer interaction contains topics, intent, emotions, and more, and these can all be analysed to provide insights that may improve any variety of organisational improvements such as:

Support – Customer support managers can be alerted to key phrases like “cancel” to see how frontline users handle the situation and can use the evaluator tool to give feedback
Product – Product teams can receive alerts for “broken”, “missing” to identify opportunities for improvements, new products, or features
Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities
Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial

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How AI Powers Interaction Analytics

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UNIVERGE BLUE ENGAGE Interaction Analytics Info Sheet

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UNIVERGE BLUE ENGAGE Contact Center Info Sheet

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NEC UNIVERGE BLUE ENGAGE Interaction analytics (NEC Engage Contact Centre)