AMSTERDAM / LONDON September 08, 2021 — Contexta360, a leading speech analytics and conversational AI company, today released a range of capabilities that will transform the work of the contact centre.

The biggest cost base in any contact centre is its staff. Optimising this cost, in a world of increased service need, competition, inflation and the wider economic challenges, is critical to businesses worldwide.

Contexta360 has launched a range of services and intelligence that automates workforce management (WFM), with insight functions such as skills profile; workforce optimisation (WFO), with insights such as compliance and automated performance tracking; and finally, workforce engagement management (WEM), with insights such as assisting with onboarding, training, metrics and recognition, and the wider voice of the employee.

Other capabilities include an automated skills audit that will make staff rostering more efficient and effective; automated quality monitoring (QM) for optimised resource allocation; automated call intent intelligence; automated post-call summary; and automated and optimised coaching and development.

Contexta360 digitally captures phone, video, chat and email interactions with millions of end customers, then analyses the conversations for understanding and insight, and automates internal workload, WEM and agent real-time assist.

Andrew White, CEO and founder at Contexta360, said: “Contexta360 has reimagined conversational intelligence. We live in a hybrid world of human-to-human and human-to-machine interactions. Optimising the balance is critical to customer success and to the profitability of our clients. Additionally, the data that conversational AI delivers needs to be open and available to the client, with democratised access throughout the organisation. WEM plays a critical part in this, together with automating the analysis of skills, QM, intent, post-call work and coaching. It has a very significant impact on the cost of service, but also the service performance.”

Two of the challenges you face when maximising your workforce are: how do you make their work easier and quicker; and how do you allocate more scarce resources to skills-dependant groups?

Contexta360 delivers the right balance of internal workforce intelligence, analytics and automation that results in increased efficiency, reduced costs and improved customer service. Typical workforce insights and assistance engagements have delivered multi-million-pound savings and significant C-SAT/NPS improvement.

Contexta360 is delivered as a cloud platform with a suite of additional modules:

C360 CLOUD PLATFORM:

Contexta360: CORE delivers the foundation of our conversational intelligence stack. It delivers speech and chat analytics and WFO data feeds for back-office data science, together with analytics and planning for front office contact centre team leaders. AI-fuelled conversational analytics enables class-leading sales and service, compliance, agent quality and performance management and business process analysis, as well as advanced natural language understanding (NLU) for call intent and customer experience.

Contexta360: COMPLIMENT assists agents with their workload in real time and directly impacts the bottom line, CX performance and agent wellbeing. Its features include next-best action, in-call compliance, automated call summary and automated supervisor whisper alert.

Contexta360: CONNIE takes the voice chatbot to the next level. It goes beyond traditional decision tree menu structures into a world of a voice-based conversational assistant that can handle context switching, dependency questions, multi-question dialogue and can directly learn from our human-to-human call analytics.

About Contexta360
Contexta360 is a high-growth company based in Amsterdam and London. Our team of highly skilled software developers and computer scientists has a passion for artificial intelligence, speech-to-text, data science, speech analytics and natural language understanding. We help enterprise organisations to capture voice, chat and video conversations across multiple languages, transcribing, analysing and automating for people, process and technology performance optimisation.

##########################################################################

For more information, please contact:
Andrew White, CEO Contexta360
E-mail: Andrew.white@contexta360.com