Using a suite of technologies and industry experts, our approach has been specifically designed with operational delivery in mind. We help businesses optimise their contact centre performance and efficiency to improve relationships with customers. Our model is easy to implement, and the sophisticated outputs are simple to use. Based in Durban, South Africa, we are not just an expert quality and compliance service provider, we are also a specialist customer and agent INSIGHT service provider.
Focus on performance improvement
Identify agent skill vs will
Identify agents that exhibit successful behaviours
Help improve sales conversion and customer experience
Identify process improvements
Predict what performance could and should be
uplift in sales
increase in sales
improvement in sales
improvement in sales
reduction in customer
technology powered by
Conversational AI is the core technology behind our omnichannel self-service solutions. The technology allows customers to naturally interact with systems in their own words using natural language processing, in speech or writing, which will enable organizations to provide sophisticated, intuitive, and intelligent self-service solutions to their customers. From IVR systems to fully-featured intelligent assistants, our speech-enabled solutions can help you optimize your customer self-service applications.
Conversational AI allows you to apply natural language processing to any conversational interface. With continuous speech recognition, it understands everyday speech, including slang. Our unique dictionary architecture provides up to 20 times more efficient grammar construction capabilities, and the software’s adaptive grammar engine enables understanding queries that contain grammatical errors.
In today’s competitive, social market, customer experience makes or breaks a business. If you’re unaware of customer experience or what people are saying about your brand, you’re putting yourself in serious danger. The deluge of data can be difficult for most organizations to sift through and make sense of—but it doesn’t have to be.
Conversational Analytics collects data from a variety of channels: phone, social media and internet communication. By presenting each individually and together, the interaction analytics provides a full, holistic view of customer behavior and feedback. With progressive, visual analytics, it’s easy to measure customer experience at a glance.
Everyone’s voice is unique, just like their fingerprints or iris. Unlike PINs, passwords and answers to challenge questions, voice biometrics can’t be compromised without the knowledge of the voice’s owner. This makes voice authentication far more secure over traditional security measures, conveniently meeting the security needs of organizations.
In addition to enhanced security, voice authentication is faster and easier for the user: they simply state a passphrase rather than answer complicated questions or input an easy-to-forget password. This greatly enhances the user experience. By analyzing a user’s voice for its hundreds of unique characteristics, speaker recognition is a convenient and highly secure authentication method. Users don’t have to install software to their devices for voice authentication, making it easy to use.
Conversational Biometrics meets organizations’ needs for high levels of security at a considerably low cost compared to traditional methods. Voice authentication not only increases security, but helps organizations optimize their security processes by replacing the need for manual password resets and shortening steps in the authentication process.