artificial intelligence

The future of your contact centre

AI & automation could be the difference between maximising your workforce’s potential, having satisfied customers and reducing overall operating costs. With our proprietary AI system, coupled with the Connex One platform as a whole, could revolutionise the way you interact with your customers through speech analytics, sales AI, live chat and more.

Speech Analytics

AI Speech

  • POSITIVE/NEGATIVE SENTIMENT ANALYSIS

    Easily understand trends in customer conversations to ascertain customer satisfaction

  • TRANSCRIPTION SERVICES

    Save your business time and money with automated transcription for all your calls

  • FULL KEYWORD ANALYSIS 

    Increase opportunities to up-sell by targeting how key words are used.

  • AUTOMATED CUSTOMER SATISFACTION SURVEYS

    Truly understand how your customers feel about your business with IVR surveys

Sales AI

AI Connect

  • automated customer preference review

    Review customer preferences eg: time of day so only make them available to contact outside work hours

  • best time to call/interact

    Give your sales team the best time to call and interact with customers and improve overall conversion rates

  • optimal method of contact

    Contact your customers through their preferred method of contact with intelligent machine learning and automated processes

virtual agent

AI Chat

  • understand customer intent with machine learning

    Our system understands customer intent, gets better over time and is smart enough to escalate and transfer to a human agent

  • relieve staff of mundane tasks

    Let AI loose on the mundane matters so your agents can strut their stuff on the more strenuous situations

  • seamless integration with your system

    Seamlessly integrate AI with the Omnichannel module to transition conversations between chat bots and humans

  • collate information from various data sources

    AI will continuously learn from a variety of data sources; FAQs, email archives, chat transcripts and your own website to ensure you stay current

Human resources 

AI hr

  • gain resource statistics based on historical interactions

    Working with Workforce Management stats, HR AI will intelligently predict staffing requirement by reacting to team attendance and shift management

  • AUTOMATED QA

    Use historical interaction stats – gain resource insights based on your last X weeks

  • remove HR/TL process with automated functions

    Automatically accept/reject holiday requests based on current/previous staffing intelligence, remove the HR/TL approval process

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