New AI Feature for VoIP Phone System Enhances Contact Centre Performance

Enhances Contact Centre Performance with New Evaluation Tool

AI Agent Evaluator,a brand new tool, designed to improve agent performance and enhance customer satisfaction within our contact centre solutions. The AI Agent Evaluator integrates seamlessly with our VOIP phone system, providing valuable insights to help identify coaching opportunities and refine customer interactions.

Streamlined Evaluations for Better Customer Service
Delivering high-quality customer service relies on timely feedback. Traditional evaluation methods can be slow and often overlook important details. The AI Agent Evaluator makes this process more straightforward, offering insights that allow supervisors to evaluate performance more efficiently. By focusing on key moments in customer conversations, this tool ensures that agents are well-prepared to provide excellent support.

Key Features of the AI Agent Evaluator Include:

• Sentiment Tracking: Monitor shifts in customer sentiment during calls, helping supervisors identify when customers transition from frustration to satisfaction.
• Automated Topic Highlighting: Important phrases and topics are easily identified in call transcripts, enabling supervisors to quickly address areas of concern.
• Agent Behaviour Analysis: Metrics on speaking patterns, such as talk-to-listen ratios, offer insights into agent engagement and help improve responsiveness.

This new evaluation tool works in harmony with our VoIP phone system, ensuring that supervisors have all the necessary information at their fingertips to support their teams effectively.

Lanier is committed to enhancing customer service through innovative solutions that improve agent performance and operational efficiency. For more information, please visit www.laniersouthwest.co.uk/voip-telephony.