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Conversational Intelligence Snap-Ins

Enhance your contact centre applications with modular conversational capabilities

Contexta360’s conversational intelligence snap-in components seamlessly integrate with existing contact centre applications, enhancing them with advanced conversational capabilities for more meaningful interactions. 

Need to add new features to your existing solution?

Say goodbye to the constraints of traditional turnkey solutions and embrace the power of customisation, flexibility, and cost efficiency. Contexta360 Snap-In components offer a modular approach, empowering you to select and integrate specific functionalities tailored to YOUR unique needs.

In the dynamic world of business technology, the strategic choice between a comprehensive system overhaul and the adoption of targeted snap-in solutions reflects a nuanced approach to optimisation. Businesses increasingly find themselves drawn towards the latter, as the benefits of precision upgrades become increasingly apparent.

Snap-Ins brochure

4 Ways to Transform Your Business With Contact Centre Snap-Ins

Self-Service Analytics

Effectively monitoring and analysing self-service contact centre channels is paramount in today’s dynamic customer service landscape. Contexta360’s advanced solutions empower organisations to meticulously track and analyse interactions across self-service channels. Utilising sophisticated monitoring tools and analytics, businesses can gain real-time insights into customer interactions, ensuring seamless and efficient self-service experiences. This includes analysing the effectiveness of automated responses, identifying customer pain points, failure demand and gauging overall satisfaction. This comprehensive approach allows businesses to continually refine and optimise self-service channels, ensuring parity with human and machine to drive improved customer satisfaction and operational efficiency.

Auto Compliance

This snap-in component, organisations can automate compliance checks, monitor transactions, and generate real-time reports, thereby minimising the risk of regulatory or brand violations and enhancing overall governance. The modular nature of the snap-in component allows for efficient integration, providing a flexible solution for businesses seeking to strengthen their compliance mechanisms without significant redevelopment efforts.

Automated Call Summary

Leveraging our advanced speech-to-text technology, natural language processing (NLP), and machine learning algorithms, this component automatically transcribes and summarises spoken content from conversations. It extracts key insights, identifies topics, and condenses the conversation into concise summaries. By incorporating this snap-in component, businesses can enhance efficiency in call analysis, improve customer service, reduce post-call wrap-up, reduce costs and expedite decision-making processes.

Auto QM and Coaching

The Automated Quality Monitoring snap-in component by Contexta360 offers advanced capabilities for efficient and automated quality monitoring. Leveraging cutting-edge technologies, this component automates the process of evaluating and assessing the quality of various interactions, such as customer service calls or support chats. Using speech analytics and other relevant metrics. Used as a digital balanced scorecard, it systematically analyses interactions, identifies patterns, and assesses adherence to quality standards. This snap-in component empowers organisations to streamline quality assurance processes, reduces manual effort, and ensures consistent adherence to predefined criteria.

Speech-to-Text and Transcription

Leveraging our own advanced speech recognition technology, and large language models, this component converts spoken language into accurate and readable text. Whether used in contact centres, meetings, or any application requiring transcription services, Contexta360’s solution ensures high precision and reliability. The component supports multiple languages and is capable of transcribing diverse accents and speech patterns. Using our own LLM’s and Lexicons, Its modular design allows easy integration into existing systems, offering organisations the ability to enhance accessibility, automate documentation, and derive valuable insights from spoken content. The Speech-to-Text and Transcription component from Contexta360 is a valuable tool for businesses seeking efficient and accurate transcription capabilities within their applications.

Closed Loop WFM

This component typically includes a range of functionalities aimed at optimising the efficiency and productivity of a workforce. Rather than looking at historic data alone to determine demand, skills, and resource availability, our solution analyses, all your data points including calls that could have been handled by automated channels and broken processes, to determine insights into employee performance, allowing for data-driven decision-making and continuous improvement.

Interested in Contexta360 Snap-Ins?

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