AI Conversational Analytics
Automatically get all the information you need from every conversation
TCN’s AI-powered Conversational Analytics automatically extracts all the data you need from every call while omitting protected information to keep you compliant. Your contact center can then use these valuable insights to make more informed decisions and improve communication with your customers – without lifting a finger.
Request a Demo View Product BriefOptimize your resources through contact center conversational analytics
Whether you are looking to boost customer engagement or lower your organization’s compliance risk, Conversational Analytics uses AI to track where your quality control and compliance standards are being met, complete with the documentation to prove it. Plus, it empowers you to easily search, transcribe, filter and flag call recordings for further review and agent training.
Increase compliance
Reduce risk across 100% of customer interactions.
Boost agent performance
Identify key indicators that drive conversions and revenue.
Continual coaching
Automatic triggers and flags help identify agent coaching opportunities.
Analyzing customer trends is a snap
TCN’s Conversational Analytics uses AI to reveal patterns in how your consumers respond through sentiment analysis. That way, you can drive better conversations by identifying specific customer interactions that uncover current and future trends and seamlessly coach, train and provide ongoing agent feedback that ultimately improves performance.
Agent scorecards for improved performance
Drive agent performance and efficiency through scorecards. With Conversational Analytics, agent scorecards can evaluate performance against predetermined criteria to ensure agents appropriately greet, resolve and close conversations. Additionally, you can give your agents more time to apply the feedback they are given by letting AI transcribe and summarize the call, so they spend less time on admin and more time on the phone.
Leverage the best-in-class features
Automatic flagging
Get notified on key indicators when action is needed using conversational analytics. Keywords, silence and overtalking are just a few. Managers can then use flags for additional training and agent performance reviews.
Keyword search
With Conversational Analytics, find conversations based on keyword and phrase search or by using wildcard queries that match agent consumer conversations to the exact moment.
Call recording
Call recordings are the foundation for management reporting and compliance adherence. Capture and save every interaction for playback and compliance audits.
Room 303
Bridge the gap in internal communication between agents and managers. With Room 303, agents can turn to supervisors with questions or to learn more about how to help with customer inquiries without switching applications.
Confidence is in the transcription
Excellent customer service starts with the agent. Built on the foundation of TCN’s intelligence, reporting and analytics engine, TCN’s AI-enhanced voice transcription can help identify areas for improvement and provide customer insights.
Explore the features of TCN’s contact center software
Access data and make customizations all on one platform
Featuring a holistic set of easy-to-use tools, you can utilize automated agent tools and advanced apps for any communication channel on one scalable, secure and affordable contact center platform. This enables you to make customizations according to your needs, such as tailoring your onboarding experience, with minimal IT effort. Plus, because Conversational Analytics connects to TCN’s Workforce Engagement tools, your data is always readily available.
What our clients are saying
“TCN is an integral partner of our organization. TCN is continually improving its robust platform, rolling out new features and enhancements regularly. Most importantly, their client services are best in class.”
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