SOLUTIONS
Solutions for Every Market
Monitoring Agent Performance
Our technology analyses advisor and customer speech to provide live feedback to advisors, team leaders and quality assurance teams about what is being said, as well as how it is being said. It also monitors stress levels, speech clarity and script adherence, in near real time.
In addition, this technology has the capability of listening into the content of the call and effectively search for and provide the advisor with missing information to give to the customer. AI holds great potential for augmenting the ability of a call centre advisor. From reducing the time spent handling repetitive tasks to automated chatbots. Some fear that AI might one day replace call centre jobs. It is quite the opposite. People will always value a human conversation more than an automated message. Think call abandonment. How more guilt-free is it to hang up on a prerecorded call than hanging up on a human being?
Our view on AI is as a means of enhancing and augmenting the highly skilled role of a call centre agent. It’s about helping agents do more with less. It’s about working smarter, not harder.
Solutions for every market
Product Companies
Gain insights into how customers feel about your products.
Service Companies
Performance based analytics to ensure customer retention.
Technology Companies
Detect issues in real time to reduce customer loss.
Bricks & Mortar
Capture communications in new ways to analyze customers interactions better.
akeron UNC
akeron Understand, Notify, Coach (UNC) is an Artificial Intelligence As A Service platform hosted in the Cloud and powered by our Sophie algorithm. The platform is designed to bring high scale efficiency and the soft skill revival of customer interactions and the overall customer experience. Our platform can process large amounts of real customer interaction data and process it through a series of machine learning tools and algorithms. This in turn provides key data metrics including adherence, compliance, sentiment etc. accompanied by next best actions to create the perfect feedback loop for coaching and strengthening the agent performance. Augmenting the manager and supervisor, creating near real time feedback loop, efficiency and immediate impact to bottom line without an army of staff and with a consistent outcome. Time to revolutionize your customer experience with akeron UNC
Business areas that can benefit from UNC
1. Customer Support
Give your support staff real time coaching.
2. Internal Sales Departments
Score your sales people on completion of materials.
3. Escalation & Retention
Score your team on tone and manner.
4. Outbound Sales
Discover key metrics on what leads to better conversions.
5. Chat Support
Analyze all chat services to ensure quality standards.
