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The Active Insights analytics and reporting tool provides secure, cloud-based dynamic data on agent activities, call metrics, and call transcription. It uses artificial intelligence (AI) with customized scripts to provide automated call scoring and review capabilities, all designed to help increase customer satisfaction.
In just under two years since its introduction, Active Insights has continued to add impressive new features, many of which customers have requested, and continues to attract more customers.
We recently asked two customers about their impressions of Active Insights. Here’s an excerpt of their responses.
What are your initial thoughts on how Active Insights has helped you?
Theran Mossholder, President of Newtown Answering Service, stated, “Active Insights is an extremely valuable tool for monitoring and providing quality assurance for our agents. Since every call center is different, the flexibility to customize Active Insights is the best part, letting every call center design the grading to meet their specific needs.”
Darren Stevens, System Administrator at Southern Voices, told us, “The call scoring sets Active Insights apart from a previous program we used. We appreciate the flexibility and customization that we can achieve based on the metrics we choose.”
What are the best features of Active Insights?
Theran said, “The automation gives us the ability to grade more calls for less money. We had been grading 10 calls a week for each operator, and now we can grade 100 calls per week per operator.”
Darren added, “Verifying quality control is very important to us and our clients. Whenever we have a client question about a call, we use Active Insights to verify the operator asked all the required questions and can hear the interaction between the caller and the operator.”
What did you think about the process of setting up Active Insights?
Theran explained, “It’s very user-friendly and easy to implement because it’s built into the Amtelco software.” Darren also noted, “We’ve found that Active Insights is very easy to use, helping us quickly search and find the metrics for a specific call.”
A Promising Future
Theran summed up his impression of Active Insights by saying, “The potential for Active Insights is huge, and I’m very excited about what’s coming down the road!”
