Forget Manually Evaluating Calls
AQM evaluates 100% of your contact center calls for compliance, customer satisfaction, agent training and legal protection.
It also provides plenty of data - the raw material of analytics. Managers can correlate customer experience-related metrics (like AHT or CSAT) to call outcomes and then analyze those results for root causes. For instance, does the agent have a product knowledge deficit, or is there a navigation issue within your organization’s knowledge base?
AQM and Speech Analytics are particularly valuable for organizations in highly regulated industries, from healthcare, finance and insurance to education and government. These industries are subject to regulations like GDPR, HIPAA, PCI DSS, MiFID, CCPA, FCA CDC that protect customers’ privacy.
Actionable Insights from Every Interaction
Elevēo AQM with Automatic Speech Recognition uses the nuances of speech and silence to provide insight into customer and agent attitudes, aptitude, process effectiveness and trending issues.