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Providing exceptional communication services is the goal for contact centers worldwide. Routinely evaluating calls to assess how agents are performing can help focus on positive agent interactions and pinpoint issues that may arise. While managers may struggle to find time to accomplish assessments, many contact centers today are taking advantage of enhanced technology to accomplish this task effectively.
Comprehensive Reporting and Analytics
It’s no secret that for almost 50 years Amtelco has been well-known for providing reliable and innovative software solutions designed to increase accuracy and efficiency. Released just over a year ago, Active Insights is a prime example of this, with impressive new features continually being added, thanks to ongoing Amtelco development along with vital customer input.
It’s All in the Details
The Active Insights reporting and analytics platform includes optional components that provide a wealth of data about calls and agent performance. It includes analytics, providing time-saving automated call scoring, along with cloud-based message archival that includes call logs and transcription. Active Insights is secure, ensuring all customer data is protected, and features continuous deployments to ensure customers always have the newest features available.
Ensuring Accurate Call Processing
Active Insights provides time-saving automatic post-call scoring to analyze individual calls using custom scripts to check that calls are handled appropriately. The scripts can look at important details to ensure that the agent gathered and accurately entered the required information, such as verifying that the agent correctly pronounced the answer phrase and verified a callback number.
The Role of Artificial Intelligence in Scoring
Active Insights uses the power of Artificial Intelligence (AI) to provide these in-depth details about every call. The AI Natural Language Processing (NLP), which is designed to understand language, examines calls and can be used to:
• Produce call summaries
• Analyze call transcripts for caller sentiment
• Monitor calls for threats, issues, or concerns
Based on the custom settings for each post-call script, the Active Insights uses this comprehensive NLP data to create the post-call scores.
Preemptively Handling Issues
When a concern of some type is detected during a call, such as an angry caller, Active Insights can quickly notify a contact center manager about the potential problem. This brings attention to an issue so it can be addressed before it escalates. Managers can easily find and review a specific call, letting them see and hear everything that happened.
Real-Time Monitoring
To ensure managers are always up-to-date, Active Insights includes interactive dashboards with a vast amount of information about calls and agents. The dashboards are entirely customizable, allowing managers to arrange widgets showing service level Key Performance Indicators (KPIs), agent call scores, caller sentiment, and data accuracy metrics in a dashboard with bar charts, line graphs, pie charts, column charts, and more. Filters for each widget help managers display the exact information needed. Managers can save multiple dashboards and easily switch between them whenever needed.
More Updates Planned
Amtelco will continue to focus on providing software solutions designed to simplify communications for contact centers while also adding new features and updates to the Active Insights reporting and analytics platform. This will help ensure that Active Insights provides customers with essential monitoring information. Watch for new updates and features coming soon!
