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“We needed better visibility into how our agents were handling these calls and to be able to respond quickly to what they found.”
“Before implementing contact center AI just seven months ago, our quality review process was extremely manual. Our CSR-to-Quality-Analyst ratio is about 50 to 1. In an average month, an analyst evaluates two calls per associate. During any given month, our CSRs take hundreds of calls. By only evaluating 2 calls, our QA’s were touching a very small sample of the total interactions.”
Chorus by ZoomInfo uses proactive AI-powered recommendations and insights that keep your finger on the pulse of every account and opportunity, giving you a better line of sight for maximizing revenue. Integrated fully into the ZoomInfo platform, Chorus can capture and analyze the voice of the customer to make better strategic decisions based on market insights and customer feedback, and help your team collaborate to drive next steps forward with direct customer context.
Outreach is the industry’s most effective sales communication platform that empowers sales development reps, account executives, and success managers with the workflows to be more effective and efficient. The platform manages all customer interactions across email, voice and social, and leverages machine learning to guide reps to take the right actions.
VoiceOps is an artificial intelligence tool that analyzes every conversation on your team. Like a sales coach, VoiceOps uses your data to give you replicable and trainable techniques that you can implement throughout your sales force. VoiceOps does the job of transcribing and analyzing your team’s conversations so you can provide the most valuable, actionable, and data-driven feedback to your entire team.
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