Overview

InMoment Conversational Intelligence revolutionizes your customer experience and drives business growth with conversation analytics software that leverages data-driven insights across your business landscape from every channel. This includes:

• Contact center calls and chats
• Surveys
• Customer interactions
• Agent performance
• Operational metrics & other data InMoment Conversational Intelligence helps you deliver a consistent and human customer experience through:
• Omnichannel Voice of Customer: Combine mountains of contact center interactions with other channels for a full VOC picture.
• Agent and Coach Scorecards: Understand agent and team performance, strengths, and areas for improvement.
• Conversational Analytics: Surface the insights in threaded conversations between agent and customer.
• AI-Driven Text Analytics: Unlock your unstructured data and detect feedback themes and anomalies.
• AI Summarization: Turn long conversations into short summaries to reduce call disposition time.
• Quality Assurance: Identify knowledge gaps and opportunities to implement training systems.
• Strategic Services: Receive expert guidance and reporting on key business questions and drivers.
• Impact Prediction: Explore key factors and opportunities that influence your metrics the most.

How It Works

1. Go Beyond the Post-Call Survey: Harness the benefits of integrated signal capture, which encompasses call transcripts, chat logs, IVR data, agent case notes, and survey responses.
2. Surface and Track Emerging Issues: Award-winning AI informs teams about emerging themes, topics, and quality assurance enabling them to address them proactively across channels.
3. Predict Impact of Issue Resolution: By combining advanced analysis tools and expert guidance, prioritize actions and anticipate the business impact of improvement initiatives.
4. Empower Agents and Customers In-Channel: Proactively assist customers in their preferred channels to enhance their satisfaction and decrease contact center workload.

Key Features

• Holistic Analytics: Detect Customer Signals from Every Touch Point Accurately by combining siloed channels (call, chat, social, etc. and applying sentiment analysis and natural language processing (NLP).
• Customized AI Industry Models: Combined AI and ML-powered contact center and +50 industry models custom-tailored for clients with tens of thousands of sentiment phrases, thousands of entities, and hundreds of topics. Specialized text analytics models handle conversational complexities including Emotion, Effort, and Intent
• Hierarchical, Targeted Reporting: Comprehensive reporting across organizational levels: regions, contact centers, managers’ teams, and agents.
• One Click Conversation Summaries: Reduce average handle time (AHT) by up to 33%.

Benefits

• Resolve Customer Issues Faster
• Improve Agent Performance and Retention
• Reduce Cost to Serve and Handle Time
• Earn Higher Share of Wallet
• Demonstrate Return on Customer Service Investment