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Real-time
Snap-Ins

Extend your contact centre applications with modular real-time conversational capabilities

Contexta360 leading-edge real-time conversational intelligence snap-in components, seamlessly integrate with existing applications, enhancing operations 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

Agent Assist

This component provides instant support and guidance to contact centre agents during live interactions with customers. Leveraging real-time transcriptions, data analytics, natural language processing (NLP), and machine learning, it analyses ongoing conversations to offer actionable insights, suggest responses, and provide relevant information.

Automated Call Summary

Leveraging 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 Agent QM and Coaching

The Automated Agent Quality Monitoring and Coaching 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, 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.

Auto Compliance

Automated brand and regulatory compliance is a crucial aspect of modern business operations, ensuring that organisations adhere to industry standards, legal requirements, and maintain a consistent brand image. Contexta360’s advanced solutions provide automated tools to monitor and enforce brand guidelines and regulatory compliance across various channels. Leveraging artificial intelligence (AI) and natural language processing (NLP), these tools can analyse content, communications, and interactions to identify potential compliance issues or deviations from brand guidelines. By automating this process, organisations can mitigate risks, enhance efficiency, and maintain a strong and compliant brand presence. This comprehensive approach enables businesses to navigate complex regulatory landscapes while upholding their brand integrity across all customer interactions and communication channels.

Speech-to-Text Transcription

Leveraging 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.

Interested in Contexta360 Snap-Ins?

Tell us a bit about yourself and which Snap-Ins you would like to discuss:

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How Contexta360 Contact Centre Quality Management enhances Efficiency, and Productivity

Effective contact centre operations are vital for controlling expenses and boosting overall performance.

Quality monitoring allows organisations to:

  • Assess how efficiently agents manage customer interactions
  • Spot bottlenecks and improve processes
  • Monitor key metrics like Average Handle Time (AHT), First Call Resolution (FCR), and interactions handled each hour

By enhancing efficiency and productivity, contact centres can greatly lower operational costs while ensuring excellent service quality.

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How Contexta360 Contact Centre Quality Management enhances Business Metrics for Continuous Improvement

For sustained success, contact centres need to regularly evaluate and respond to essential business metrics.

Effective quality monitoring should:

  • Combine data from multiple sources to offer a comprehensive view of performance
  • Detect trends and patterns affecting customer satisfaction and operational efficiency
  • Inform decisions regarding process enhancements and resource distribution

Through consistent agent coaching, process optimisation, and data-driven decision-making, contact centres can continually adapt to meet evolving customer expectations and industry requirements.

 

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How Contexta360 Contact Centre Quality Management enhances Communication and Soft Skills

Strong communication and interpersonal skills are crucial for fostering positive customer interactions.

Quality monitoring assists in:

  • Evaluating agents’ clarity in communication and ability to build rapport
  • Pinpointing areas for growth in empathy, professionalism, and attentive listening
  • Offering targeted coaching to strengthen these vital skills

By Blending automation and the human element, Contexta360 focuses on developing communication and soft skills results in higher customer satisfaction and more robust customer relationships.

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How Contexta360 Contact Centre Quality Management enhances Customer Satisfaction

At the core of every thriving contact centre is a dedication to customer satisfaction.

By establishing thorough Quality Management procedures, organisations are able to:

  • Evaluate agent performance in fulfilling customer needs and expectations
  • Pinpoint areas needing improvement in client interactions
  • Monitor essential indicators such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)

Boosting customer satisfaction not only fosters greater loyalty but also enhances business metrics and contributes to overall organisational success.

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How Contexta360 Contact Centre Quality Management enhances Compliance and Accuracy

Blending real-time automation with human intervention, Contexta360 helps businesses maintain compliance with protocols, processes and brand and legal standards. 

Quality monitoring plays a significant role:

  • Ensuring staff follow established guidelines
  • Reducing mistakes and inaccuracies during customer calls
  • Tracking important metrics such as compliance ratings and error frequencies

By prioritising compliance and accuracy, contact centres can lower risks, avoid expensive fines, and establish trust with clients.