Contexta360 delivers conversational understanding
One platform – multichannel, human or automated
Contexta360 had a vision to remove the need for billion-dollar companies to build complex speech and text analytics and quality-management solutions. We extracted and deciphered meaningful insight from customer conversations and accelerated and improved business processes and agent performance.
Today, Contexta360 CORE extends these capabilities to all company sizes via a single, all channel, affordable, intelligent, open platform that delivers advanced speech analytics, as well as a powerful suite of modular applications. Whether you are analysing a single call or detecting unknown topics across millions of calls, Contexta360 helps users to:
- understand the meaning of customer conversations
- automate workflow
- improve customer experience and reduce costs
- leverage the latest AI and NLP technologies
- automate repetitive tasks
- summarise and records millions of conversations
- identify invisible topics and trends or broken processes
- remain compliant.
"Contexta360 has helped us to expanded our brand compliance, minimised manual tasks and given valuable coaching insights."
Example use cases
Contexta360 delivers actionable insight for sales leaders. It can profile why top performers consistently overachieve quota and accelerate deals through the pipeline. With this data, the wider sales team can see where and how they can improve.
Contexta360 has a proven capability in managing communication compliance for retail banking, insurance, investment banking and the global enterprise. Contexta provides insight and actionable intelligence and assists large institutions with their CX, C-SAT, cross-sell, governance and compliance automation.
For business optimisation
Contexta360 is able to detect sentiment within the voice calls as well as from digital channels such as chat, email or social. This gives a 360-degree view on customer sentiment and can be a KPI for the whole organisation or the teams within it.
For quality monitoring
Contexta360 can assist your teams with caller identity, real-time suggestions and automatic call transcription. You can monitor quality and sentiment and detect unique phrases to relating to your industry. It helps you share top-performing service calls to scale your expertise.