Gain valuable insights from the interactions across your organisation.
What could you do if you were able to capture every telephone conversation with your customers? You would get a better understanding of the experience you are delivering and discover ways to improve it. You would also gain valuable insights into why customers are calling and the sentiment of each call.
We help organisations to do just that. To harness every call for compliance, for quality purposes or to feed into advanced analytics and workflows to generate valuable actionable insights.
We have gained valuable insight from the call recording system such as how many patients were hanging up without having their calls answered. This enabled us to take remedial action, rerouting calls to a Patient Contact Centre which answers as the appropriate surgery and books patients’ appointments.
Your organisation can gain significant benefits from being able to record and transcribe every customer interaction, and easily see a positive or negative score or analyse it by keyword. Benefits are:
Listen to customer interactions, understand their experience and learn from great examples for staff training and to continually improve customer experience.
By automating the analysis of every call, you gain valuable insight into why customers are calling and the general sentiment of calls so you can identify and address specific call types or behavioural trends.
Simplify and speed up the analysis of all your calls, ensuring you’re able to listen to the voice call again, search a transcript for important keywords or get an instant alert to highlight when interventions are needed.
Through automating the process of recording those calls that fall under regulation, you ensure your organisation is fully compliant and reduce the burden of compliance auditing and reporting.
By quickly being able to listen back to a queried conversation and hear exactly what was said, as well as being able to search a transcript and pinpoint negative interactions, you can reduce the time taken on dispute resolution and ensure the right outcome is always achieved.
See how Redcentric supports Thompsons Solicitors to enable company growth with a compliant and integrated communications system which removes the complexity of their previous legacy system and unharnesses their in-house IT teams from the burden of the day-to-day.
Our cloud-based call recording and voice AI platform provides you with a wide range of features, including:
We make it easy for you to record calls and then analyse them by providing a fully managed service from the cloud. This enables you to capture every interaction regardless of where it is routed or to which device within your organisation. Our recording platform puts you in control of what is recorded, what is retained and who has access to those recordings.
We also provide you with an opportunity to drive additional value from call recording by leveraging our voice AI service with its advanced analytics. This enables you to drill into each call, search transcriptions by keyword and score calls to deliver significant customer and operational insights.
To obtain a budgetary quote for call recording and voice AI in your organisation and to discover more about the capabilities and benefits that it can offer you, simply complete the form.
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