KUALA LUMPUR, March 5 (Bernama) -- Global conversational AI technology company, Uniphore Software Systems has launched a smart quality management tool, driving towards superior customer service through actionable insights.
The tool, auMina QSense™ will benefit business analysts, quality analysts and agents at contact centres by reducing the need for manual interventions while delivering on-the-job coaching and training at scale.
The tool comes with an interactive dashboard for a holistic view of agent performances which can benefit quality assurance managers who manage large teams.
It also provides a single window display of all gradients of agent performance and insights about call quality, customer behaviour and communication analysis.
AI-driven conversational analytics also enable auMina QSense™ to drive smarter call sampling for accurate quality audits, and reducing the time taken for analysis through manual interventions.
To redefine people, process and training, the tool also provides agents with quick feedback and reviews, thereby helping them improve consistently through access to assessment sheets, feedback logs and performance tracking mechanisms.
Uniphore Software Systems co-founder and chief executive officer, Umesh Sachdev said conversational AI and analytics emerged as pivotal technologies to drive holistic people management, performance enhancement and process optimisation programmes globally driven by organisations needed to deliver great customer experiences and increase customer loyalty.
Uniphore was founded in 2008 at IIT Madras, India. It was recognised as a Technology Fast 500 company in Asia Pacific by Deloitte and ranked 10th in Deloitte’s Fast 50.
-- BERNAMA
No comments:
Post a Comment