AMSTERDAM / LONDON November 29, 2021 — Contexta360, a leading speech analytics and conversational intelligence company, launches version 2.0 of its CORE and BOOST products.
Contexta360’s latest releases of CORE: V2.0 and BOOST: V2.0 enhances agent performance, uncovers process gaps and improves customer experience.
Deep conversational understanding and task automation ensures voice calls remain focused, assisting agents to become more efficient and effective, while saving time and reducing costs.
Contexta360’s Autumn V2.0 release of its CORE and BOOST conversational intelligence product suite is focused on agent performance and improving the customer experience. It enables organisations to analyse and uncover insights from more of their customer conversations, driving business insight and improvements.
AI and NLP-fuelled solutions provide more meaningful insights, greater intelligence, seamless automation, and quality decision making and are becoming the key drivers to delivering more meaningful analytics. Thus, a major part of the V2.0 release is focused on enhanced reporting. This should help contact centres today who seek solutions that offer self-service, automation and greater intelligence to drive revenue, decrease costs and stay compliant. While also meeting tomorrow’s market demands for ever-more innovative solutions.
Contexta360’s V2.0 technology delivers measurable value fast, while continuously learning and accelerating accuracy.
Key updates in Contexta360 CORE: V2.0 and BOOST: V2.0 include:
Reporting
Contexta360’s new reporting console makes the most of organisations’ valuable data and insights. It provides clear and configurable reporting that visualises the effectiveness of agent performance. Contexta360’s CORE and BOOST platforms segment reports and split data focused on the KPIs/metrics that matter for your agents, helping organisations to provide high-level snapshots, or deeper specific information, seamlessly.
Centralised Highlights
Contexta360’s new centralised highlights bring even greater flexibility to the existing capabilities of CORE and BOOST when it comes to coaching, training and building a repository of best practice material for onboarding.
- See saved conversational highlights from all agents in one place.
- Assign and listen to agents’ conversations to coach more effectively.
- Build a library of best practice clips to make staff training more effective.
- Onboard and train new staff using highlights that automatically identify good and bad conversations.
Chat Specific Metrics
Version 2.0 offers powerful analytics on voice and chat interactions. CORE delivers standard chat metrics, while BOOST provides the ability to create custom metrics and KPIs.
Licensing Management
Have greater flexibility with licensing controls that help manage the number of licences purchased and installed. You can assign user-specific roles and customise dashboard views based on role.
David Samuel, Chief Product Officer, says: “This release sees CORE and BOOST deliver maximum value by building on Contexta360’s simple, intuitive and powerful interaction analytics capabilities. We have designed this release to focus on the real needs of our customers, with features that deliver tangible business benefits.”
About Contexta360
Contexta360 is a high growth company based in Amsterdam and London. We are a team of highly skilled software developers and computer scientists with a passion for artificial intelligence, speech-to-text, data science and natural language understanding. We help enterprise organisations capture voice, chat and video conversations across multiple languages, transcribing and analysing them for People, Process and Technology performance optimisation. We build a 360-degree view of customer interaction by analysing your conversations through the entire customer journey.
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For more information, please contact:
Andrew White, CEO Contexta360
E-mail: Andrew.white@contexta360.com