AI powered modules

Create a human-like conversation between a Bot and a customer. Evaluate sentiment and take real time decisions using artificial intelligence.

Bot flows

Sentiment analysis

Evaluate a recorded interaction

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OneContact QM (Quality Monitoring) is a tool to monitor the contact center quality level, ideal to evaluate and improve agent performance while meeting company goals. Supervisors can access to voice and screen recordings, emails, chat sessions and social media interactions in real-time.

Build flows of intents with Chat or Vocal Bot assistance

OneContact Flows

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Integrated environment that allows both the creation of flows within a traditional IVR (Interactive Voice Response) system and flows of intents and entities with chat or vocal Bot assistance. These AI multilingual Bots are self-learning software systems that can be trained by the company’s staff.

Quality Monitoring with
Speech Recognition & Sentiment Analysis

Extract value from sentiments

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Collab has natively integrated market leading speech recognition capabilities into OneContact Quality Monitoring. This technology examines calls and assesses both the agent and customer’s tone; it transcripts voice into text to extract relevant information such as intents expressed through keyword trends or areas that need improvement. The results are indexed, searchable and can be used to improve customer experience and identify selling opportunities. This tool is split by 3 different modules:

1. Data insights

For a bigger picture of the contact center. Analyze global insights like sentiment distribution, talkover and silence periods, overall sentiment of the interaction, word cloud with the most used words during the interaction, improper language and others.

2. Live interactions

Watch interactions in real time with a transcription of everything being said. In case there is an urgent issue or significant drop in sentiment, an alert is triggered. A supervisor can then act on the interaction by redirecting it to a human agent. This is particularly useful to avoid that a problem escalates to something bigger like a social media crisis.

3. Interactions history

You can access all the information that was extracted from the recording and see the evolution of sentiment levels (both for agents and customers)

Key benefits

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Detect

& act on urgent issues in real-time, based on customer sentiment & keywords (verbal or written)

Identify

automatically the most relevant topics and outcomes, within millions of stored conversations

Boost

with machine learning long term Contact Center productivity – a continuous improvement process