The holistic analytics platform has transformed the way we run our call center. We are monitoring more than 60 various indicators in real- time, including conventional KPIs such as average handle time and first call resolution and more specific ones such as sentiment trends and keyword frequency. The personalized dashboards imply that every supervisor will only see what is important to his or her team. The speech analytics is not just a simple transcription using AI, but rather the recognition of training opportunities, compliance risk, and customer satisfaction trends that we would never have detected otherwise. The reporting is easily exported to our business intelligence tools and thus board presentation is much easier.

The Flow Builder. I am not a techie by any means, however, I constructed our complete IVR system on my own in a sort of afternoon. Just drag, drop, done. Felt like a genius, haha!

The omnichannel workspace is excellent. We use the same place to receive and send calls, texts, WhatsApp and Facebook messages. There is no longer a need to change between six apps.