Improve customer experience
Drive operational efficiencies
Obtain instant business accessibility
Benefit from rapid ROI
Deliver award-winning service
Follow the lead of your best service providers to better connect with customers.
Perfect new approaches in no time
Become a market leader through continuous improvement. With Conversation Analyzer, all your conversation data is available to you within your CRM. You’ll have the context from your interactions stored automatically with your customer data to obtain a more complete view of the overall customer experience and satisfaction
- Leverage the automatic categorisation of calls
- Effortless call analysis lets you monitor, identify and optimise
- Find best practices quickly with intelligent call categorisation, minus random call sampling
- Use the call visualisation tool to help focus your attention on specific parts of the conversation
- Instantly correlate your CRM data with conversation and contact center data and drive your sales and service results to new heights
Find issues before they become a problemEvery organisation needs to adhere to compliance policies. Whether you work in a regulated environment or simply require agents to follow a script for a consistent customer experience, Conversation Analyzer can help.
- All calls are automatically transcribed and analysed
- Easily identify when agents aren’t being compliant and take steps towards remedying the situation.
- With configurable redaction, you don’t even need to worry about sensitive information being captured
Distill the science of salesEvery organisation has top performers. Whether you work with Sales or Service teams, with Conversation Analyzer you can begin to understand how your top performers hit their goals, then replicate that behaviour by rolling-out best practices and immediately making the entire team more productive.
- Conversation Analyzer breaks down call content into categories and displays graphically
- Quickly uncover, understand and act on the details that drive performance
- Replicate top-performer behaviour by rolling-out best practices - immediately making the entire team more productive
A shortcut to finding the highs and lowsIdentifying calls for Quality Management teams is part science and part guesswork. To coach your teams effectively, you need to listen to both the highs and the lows, but finding those calls can be time-consuming. With Conversation Analyzer, you can leverage the automatic categorisation of calls.
- The call visualisation allows you to focus your attention on specific parts of the conversation, allowing you to jump straight to the parts that matter, instantly saving you time
“Being able to understand the emotion in a conversation is a really nice feature and Vonage’s solution brings in the meta data and analytics that allow contact center teams to take action on those insights.”
Dave Michels, Principal Analyst, TalkingPointz
Conversation Analyzer features
Display data in your CRM dashboards to help segment and analyse customer conversations visually.
Conversation Analyzer transcribes and logs calls into your CRM, such as contacts, cases and custom objects.