Intermedia Cloud Communications, a leading provider of cloud communications and collaboration solutions to businesses and the partners that serve them, today announced the release of Intermedia Interaction Analytics, a new artificial intelligence (AI)-based feature that has been added to Intermedia Intelligent Contact Center. Many businesses receive hundreds, if not thousands, of customer calls each day with valuable customer data embedded within those calls. However, important business insights from customer engagements may be lost, and therefore inaccessible to business leaders, due to the sheer volume of interactions. Intermedia Interaction Analytics and its AI engine can now illuminate the powerful business insights from patterns within high volumes of customer calls.
Intermedia Interaction Analytics transcribes every call (including voicemail) that comes through one or more designated call queues. It then uses artificial intelligence to analyze the call and assign sentiment tags based on the ratio of positive to negative words. Those with access to call recordings can use the recording search filter to search by sentiment or even by keyword or phrase. Supervisors can also automatically flag calls for further evaluation based on key phrases.
The information gathered through Intermedia Interaction Analytics has broad application across most business functions within an organization. Some examples include:
Support – Customer support managers can be alerted to key phrases like “cancel” to see how
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frontline representatives handle various situations and train as needed for improved outcomes;
Product – Product teams can receive alerts for terms such as “broken” or “missing” to identify opportunities for product improvements or the development of new products or features;
Sales – Sales managers can search positive and negative conversations to identify techniques and pitches that are working or can be improved; and
Marketing – Marketing teams can utilize feedback to adjust campaigns with messaging that better identifies customer needs.
Intermedia Interaction Analytics is the latest business process improvement feature to be added to Intermedia Intelligent Contact Center. Intermedia Intelligent Contact Center uses a combination of AI, workflow automation, virtual agents, intelligent call routing, integrations, reporting, and employee collaboration tools to help businesses of all sizes reduce costs and improve the customer experience, all without the need to add additional resources.