TCN’s Conversational Analytics is a powerful tool built into its cloud-based contact center platform. It enables organizations to search, transcribe, filter, and flag call recordings to uncover insights that improve agent performance, customer satisfaction, and compliance. By leveraging AI-driven transcription and keyword detection, businesses can identify trends, coach agents, and make data-driven decisions.

Features

• Searchable Call Recordings: Locate conversations using keywords and filters.
• Automatic Transcription: Converts voice interactions into searchable text.
• Flagging & Alerts: Automatically flags calls for review based on predefined criteria.
• Agent Scorecards: Evaluate agent performance against specific benchmarks like greeting, resolution, and closing.
• Trend Analysis: Identify customer behavior patterns and emerging issues.
• Coaching Triggers: Flags calls that present coaching opportunities.
• Compliance Monitoring: Reduce risk by analyzing 100% of customer interactions.
• Integrated Reporting: Built on TCN’s analytics engine for seamless data access.
• Workforce Optimization: Supports continual agent development and performance tracking.

Benefits

• Improved Compliance: Ensures regulatory adherence across all customer interactions.
• Enhanced Agent Performance: Scorecards and coaching tools help agents improve service quality.
• Customer Insight: Understand customer needs and trends to tailor engagement strategies.
• Operational Efficiency: Automates transcription and flagging to save time and resources.
• Scalable Solution: Suitable for contact centers of all sizes.
• Data-Driven Decisions: Empowers managers with actionable insights from real conversations.
• Unified Platform: Fully integrated into TCN’s Operator platform for seamless use.