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Derive actionable insights from customer touchpoints that happen over calls, chats, and emails. Turn the insights into valuable data to close deals, improve policy renewals, handle call volumes, respond to queries, and comply with new policy requirements.
Leverage real-time monitoring and guidance to reduce hold times, improve first-call resolution, and shorten sales cycles. Eliminate potential violations and escalations with auto-generated prompts. Make the policy renewal process smarter and more friendly–help agents respond with empathy in renewal conversations.
Call Behavior AnalysisDon’t lose sight of quality and compliance amidst handling massive inbound and outbound conversations. Build a custom scorecard to track agents’ performance based on HIPAA, PCI, SSAE 16 (SAS 70), ISO, CFPB regulations, and other conversation quality parameters. Track 100% of omnichannel conversations and ensure agents stick to call scripts and abide by insurance services rules & regulations. Provide agents with automated AI feedback and CSAT scores to encourage proactive behavior.
Automated Call QAAssist agents in dealing with angry and unreasonable customers. Recommend best practices and winning behavior data to deal with difficult customer questions and objections. Address claims inquiries tactfully while keeping customers happy and satisfied.
Call Behavior AnalysisLack of knowledge when handling a variety of insurance industries, claim inquiries, and quote processing while simultaneously offering quality and compliant support impacts agents' performance. Employ automated coaching to bring the latest insurance products, promotions, and price offerings for different industries and build customized insurance plans. Improve key CX metrics–CSAT, AHT, and FCR by empowering agents through peer-to-peer coaching.
Automated Agent CoachingStaying one step ahead of customers’ movements is the best way to retain and invite new customers. Allow conversation intelligence to analyze 100% of customer conversations to extract information on customer objections, sentiments, preferred communication channels, emerging customer trends, and fresh opportunities in the form of customer demand.
Conversation IntelligenceSee how our clients transformed their customer conversations.