Callminer Alert powered by Five9 VoiceStream
Drive contact center insights and actions with targeted real-time conversational guidance for agents while calls are in progress
Five9 and CallMiner can now revolutionize contact center quality and efficiency. VoiceStream’s real-time audio feeds the analytics in Alert providing the ability to determine a caller’s intent. Armed with such insights, this combined solution can guide the agent to the next-best-action, reducing errors, weeks of training as well as a significant reduction in AHT.
- CallMiner analytics can determine the customer intent and steer the agent towards the right call flow and next best actions step by step and in real-time.
- Alerts can be triggered to remind agents to read a script, flag and escalate compliance issues or perhaps automate barge-ins from a manager to take over an interaction.
- Enhance the desired outcome of an interaction with suggestion, offer, or other creative input that can be dynamically applied.
- Eliminate sensitive data in real time.