The challenge

When you’re running a contact centre, every customer call matters – but without face to face interaction it’s easy to miss half the conversation.

That’s why we developed TrueVoice – to give you the full picture.

Rather than relying on traditional keyword spotting alone, TrueVoice uses AI to analyse behaviour and emotion on every call, helping you to quickly understand how your customers and call agents are really feeling. And because it monitors all your customer interactions it can quickly highlight areas of risk as well as opportunities to improve the customer experience and reduce call agent churn.

When you want to do the right thing for every customer, TrueVoice helps you make the right call.

TrueVoice powered by AWS infrastructure

Now available on AWS Quick Start, TrueVoice can be quickly deployed to your organisation through AWS Cloud technology, meaning that your contact centre can start realising the benefits faster.

Benefits

Improve customer satisfaction

TrueVoice can help you predict potential complaints before they happen so that your call agents can be more proactive in resolving issues quickly. By benchmarking all contact centre interactions you have the insight you need to promote consistent outcomes for all customers and reduce churn.

Support your call agents

Reward and learn from your highest performing call agents using the inbuilt quality score system. And help to shape your training for those call agents who need additional support through the use of best practice examples.

Reduce risk

By monitoring your customer interactions with TrueVoice you can enhance regulatory compliance and reduce risk, ensuring you protect your most vulnerable customers.

Deliver efficiencies

TrueVoice delivers the insight you need to help optimise key call centre processes and lower operational costs, such as which of your call agents are most efficient, and which agents are most regularly putting customers on hold.

Transform your customer experience

By helping your call agents to better understand your customers, you can empower them to deliver an enhanced customer experience.

Features

TrueVoice is a scalable Artificial Intelligence platform delivering:

Machine learning feedback loop

Behavioural & sentiment analysis

Outcome based models

Speech transcription

How it works

Truevoice Laptop 2

Get in touch

Analyse all your customer interactions to help you make the right call.

Get in touch

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