Vonage
Case Studies
Revolutionizing Customer Experience: The Rank Group's Journey with Vonage's Conversation Analyzer
Overview
Revolutionizing Customer Experience: The Rank Group's Journey with Vonage's Conversation AnalyzerVonage |
Cybersecurity & Privacy - Intrusion Detection Sensors - Level Sensors | |
Behavior & Emotion Tracking Chatbots | |
Operational Impact
The implementation of Vonage Contact Center with Conversation Analyzer brought about a deeper understanding of agent behavior and a far more accurate rating of conversations for The Rank Group. The tool allowed the company to generate call data and derive actionable insights like never before. It helped them understand if agents were unnecessarily putting customers on hold, allowing long silences, or having inappropriate discussions. The Conversation Analyzer also helped in making call quality scorecards more accurate by measuring the two most important aspects of any customer contact: the behavior of the agent and the sentiment of the customer following the contact. This has opened up numerous opportunities for The Rank Group to further enhance their customer experience. | |