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Solutions

Analyse

Solutions to Analyse your conversations

Companies today face several critical business challenges, the need to increase revenue and market share, acquire new customers and retain existing ones, but also drive operational efficiencies and ensure corporate and regulatory compliance and increase overall customer satisfaction. 

The challenge is that there is so much data in conversations, finding optimisation and insight in your people or business is tough. Every business has broken processes, missing knowledge, skills and improvement areas.

Contexta360 empowers two parts of your business, namely, your analytics teams and your front office customer service and sales leadership. Contexta360 CORE product suite automatically uncovers, reports and manages the insights that matter; including CX and C-Sat to identifying broken processes and missing skills and much more.

Our analysis solutions span all communications channels and pre-organise the data by function, team, group and use-case to bypass data and deliver actionable insights.

Our Analysis solutions include:

  • Automated agent Quality Monitoring
  • Agent coaching
  • Topic detection
  • CX thresholds
  • Customer friction alerts
  • Homeworking insights
  • Broken process detection
  • Sentiment detection
  • Risk detection
  • Compliance detection
  • Sales process adherence
  • Competitive insights.

Auto Sales & Marketing Analysis

  • Cross-sell / Upsell
  • Follow-up Opportunities
  • Price and Discount
  • Revenue Spotting

Auto Agent Analysis

  • Quality Monitoring
  • Skills analysis
  • Training
  • KPIs

Auto Agent Tools

  • APIs
  • Advanced Analytics
  • Word Cloud

Auto CX Analysis

  • C-SAT, NPS
  • Customer
  • JourneyBroken Process
  • Trends
  • Topics

Auto Business Analysis

  • Risk Management
  • Compliance
  • Business Metrics and KPIs
  • Interaction Routing

Assist

Solutions to Assist your agents

As businesses pivot between voice and digital interaction channels, contact centre agents’ workloads and roles are dramatically changing. Growing self-service capabilities are deflecting the easier customer interactions leaving agents to deal with more difficult and sensitive issues that require more time, care and skills to handle. This change can force agents into single-channel silos causing inefficiency and poor customer experiences. In parallel, our human resources are expansive. Therefore, improving first time resolution and removing post call work will dramatically impact the cost of operation.

Contexta360 Compliment suite of applications transition today’s manual world to tomorrow’s automated world using leading edge AI solutions. Blending today’s people with tomorrow’s technology.  Contexta360 Compliment transforms businesses by delivering valid and actionable intelligence in real-time, providing commercial advantage when it matters to eliminate post-call workload.

Our Assist solutions include:

  • In-call compliance prompting
  • Sales suggestions
  • Automated call summary
  • Post-call wrap-up
  • Intelligent agent steering
  • Next-best-actions

Auto Business Analysis

  • Risk Management
  • Compliance
  • Business Metrics and KPIs
  • Interaction Routing

Auto Sales & Marketing Analysis

  • Cross-sell / Upsell
  • Follow-up Opportunities
  • Price and Discount
  • Revenue Spotting

Auto Real-Time Agent Assist

  • Coaching
  • Agent Steering
  • Auto Conversation Summary
  • Auto Post-Call Wrap-Up

Auto CX Analysis

  • C-SAT, NPS
  • Customer
  • JourneyBroken Process
  • Trends
  • Topics

Automate

Solutions that Automate the entire customer conversation

We have a view that most voice-bots and chat-bots do not work. Whilst there is an appreciation that they cannot replace human expertise and core business knowledge, the reality is that they are being utilised for call-queue control and the cause of significant customer and agent frustration.  Instead of being a useful automation tool that helps to reduce agent workload and increase and optimise traffic throughput, they create a longer call handling times and irritate the customer.

Recent research and findings have taught us that the current ‘bot’ technology still has many limits. Contexta360 CONNIE takes chatbots to the next level, by adding neural networks, cognitive thinking, deep learning, and unsupervised topics, making it more like a human, but a human that never sleeps. When you interact with CONNIE, you can speak naturally – as you would with a human agent.  CONNIE can switch topics mid conversation by using her deep contextual understanding and responding accordingly. CONNIE achieves this by reviewing and understanding all the words and sentences being spoken, analysing them, regardless of the context in which they were received.

CONNIE engages in full conversations by utilising natural speech, combined with deep knowledge, and understanding.  CONNIE answers all your questions and transactions from start to finish.

CONNIE leverages the knowledge gained from insights, trends, topics, sentiment and more to help your business become more efficient. 

Highly engaging, efficient and effective, CONNIE helps organisations to manage and reduce human contact centre resource requirements.

CONNIE is a self-learning solution which always remains current and present 24/7.