Call Center Management
Call Center Management An intelligent solution for capturing data from call interactions.
Many of today's customers still prefer human interaction when it comes to solving complex issues, and call centers provide value by bridging digital divides with personalized support. At the same time, organizations struggle to effectively manage the high volumes of unstructured information contained in audio recordings. AI-driven ILINX Cognitive Services enables your organization to leverage call data for valuable insights, effective resolutions, and enhanced employee training. For every process that depends on capturing, analyzing, identifying business-critical excerpts, or delivering recorded information into workflows, ILINX is the complete solution.
Use Cases
- Automated redaction secures sensitive data
- Seamlessly use audio content for workflow
- Analyze sentiment to ensure quality interactions
- Compress audio files for easy storage and retrieval
- Parse conversations in minutes to record critical verbal data
AI-enhanced dialogue understanding
Your organization may only need critical sections from lengthy calls: a name, an identifier, or an attestation. ILINX Cognitive Services uses AI to identify, verify, and retain the necessary information. It isolates key segments, converts dialogue into data, and integrates with workflow to drive favorable customer resolutions.
Automated editing and storage workflows
Leverage machine learning to automate work that once took hours. ILINX Cognitive Services rapidly parses hours of recorded conversations to identify critical language, trim clips, and forward snippets to business processes, systems of record, or repositories. Find and retain precisely what you need without the high cost of manual review.
Advanced sentiment analysis
ILINX Cognitive Services analyzes call data to identify trends in customer sentiment. Get early notifications to identify, address, and reverse indicators of negative customer sentiment. Matching sentiment to call scripts and agent training gives you the insight to correct course before your customers or business are impacted.
Real-World Applications for Call Center Management
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Phone attestations
Achieve compliance with benefits enrollment by documenting and retaining verbal attestations.
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Insurance voice enrollment
Conduct enrollment over the phone without requiring secondary interactions.
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Employee training
Utilize recordings to educate employees on working from a script, communication skills, and general best practices.
