Ensuring Compliant Customer Experiences

For Contact Centres

Driving Consistent, Ethical & Compliant Customer Experiences

We provide contact centres with powerful real-time insights into their operations that enables them to proactively manage performance and ensure that every customer interaction is consistent, ethical, compliant and provides the best possible customer experience.

We do this through capturing every interaction, whether that be a voice call, a text-based channel or even a self-service transaction. We use interaction analytics to inspect each conversation and empower supervisors and managers with real-time visibility into their contact centre.

This allows us to automate quality monitoring, alert you to calls where the agent may be struggling, flag transactions that may not be compliant and detect potential signs of customer vulnerability or dissatisfaction.

SmartExperience For Contact Centres

Liquid Voice is able to capture every type of interaction you are having with your customers including voice, SMS, chat and email regardless of whether you are utilising cloud or premise-based communication platforms.

By transcribing voice into text, we are able to index your interactions and tag with meaningful data to simplify and optimise search and replay. This also enables us to automate your quality management process using conversational analytics to score quality and agent performance.

We provide your team with intuitive dashboards that show them the interactions taking place across your contact centre, leveraging interaction analytics to highlight those calls where agents may be in difficulty, potential indicators of customer vulnerability, or where we detect the customer is dissatisfied.

We are also able to utilise keyword spotting and proximity to validate interactions against your best practice and compliance policies, raising alerts to potential non-compliance and triggering workflows for the relevant people or teams to action.

Through SmartExperience you are not only ensuring that every conversation with your customers is being captured, but you are utilising recording with analytics to drive operation performance, compliance and the best possible customer experience.

KEY FEATURES:

  • Multi-Media Interaction Capture
  • Interaction Tagging & Linking
  • Search & Replay
  • Automated Quality Management
  • Compliance Analysis
  • Vulnerability Detection
  • Dashboards, Alerts & Workflow

KEY FEATURES:

  • Multi-Media Interaction Capture
  • Interaction Tagging & Linking
  • Search & Replay
  • Automated Quality Management
  • Compliance Analysis
  • Vulnerability Detection
  • Dashboards, Alerts & Workflow
Imagine Cruising)

Case Study:

Read how we’re helping Imagine Cruising by leveraging speech transcription and interaction analytics, enabling them to gain a holistic perspective on customer experience and identify key trends in customer behaviour to focus marketing on areas of opportunity.

)

The Benefits Delivered

By leveraging Liquid Voice SmartExperience, you are able to ensure every conversation with your customers delivers the best possible experience. The benefits you will gain include:

Drive Efficiencies – by understanding the end-to-end customer experience and driving continual improvement around agent performance, process optimisation and ways to increase first contact resolution.

Reduce Risk – by ensuring every customer interaction is captured to enable dispute resolution, analyse and manage compliance and detect potential customer vulnerability.

Reduce Customer Churn – by being able to spot the key indicators of dissatisfaction either during calls or through trend analysis.

Deliver Value – by unlocking a wealth of insights and trend analysis that can positively impact not only operational performance, but also the experiences you deliver to your customers.

Let’s Discuss How We Can Help

We have helped many contact centres gain greater visibility into their operation and improve not only performance, but the experiences they are delivering to their customers.

We would be more than happy to share our experience and explore how we can help you improve agent performance, ensure compliance and continually improve the customer experience.

Simply complete the form and one of our team will reach out to you.