Interaction Analyzer®
Real-time keyword and phrasespotting, recording, supervisory monitoring, and threshold alerts
Interaction Analyzer helps contact center managers and supervisors act on call information in real-time—improving service levels and ultimately increasing customer retention. This is a new leap for analytics, moving from trend spotting in recorded calls to active monitoring and positive intervention into current interactions.
Interaction Analyzer listens for, detects and alerts on spoken words and phrases in real-time. This approach allows contact centers to improve the efficiency and effectiveness as calls are in process.
- Supervisors are alerted to issues occurring on a live call, allowing them to intervene.
- QA Staff quickly locate the optimal recording they need for scoring and evaluating agents.
- Management can identify trends and locate improvement opportunities or threats sooner than later.
Interaction Analyzer features real-time keyword/phrase spotting:
- Define lists of keywords with alternate spellings and scores
- Associate keyword lists with one or more inbound/outbound queues
- Get immediate, accurate detection with channel separation (agent vs. customer)
- Support multiple languages concurrently
For Supervisors, Interaction Analyzer provides real-time Interaction Supervisor™ views for monitoring, alerting, interaction scoring:
- View words spotted + scores per interaction for monitoring as desired
- Alert on calls with low/high scores
- Track per agent and per queue scores
- Score customer and agent words separately during interactions
- Alerts are sent when pre-determined thresholds are reached, enabling intervention before issues escalate
Interaction Analyzer is part of the Interactive Intelligence Customer Interaction Center® (CIC) all-in-one suite of products, which makes it quick and easy to deploy leveraging the CIC architecture.
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