Conversation Analytics
Advanced analyses, intuitive platform
Stay on top of your customer conversations at all times. Find out what you need to know to improve the customer experience and optimize your operations with intuitive dashboards and data visualizations, advanced search capabilities and ready-to-use models. With ROCX’R Conversation Analytics, you can leverage the power of AI to benefit your customers and your business.
Truly understand conversations
Search inside your conversations, understand when customers are contacting you and what they’re contacting you about, and stay on top of the quality and efficiency of your operations.
Explore the voice of the customer
Get a complete and reliable view on the voice of your customers by merging information from written and speech data, feedback data from your existing systems and contextual data from external sources.
Uncover areas of improvement
Access ready-to-use dashboards for an immediate understanding of your data. Monitor traffic and contact reasons to detect issues and uncover opportunities for improvement.
Access real-time insights
Access real-time visual insights into your customer needs and underlying questions and prioritize actions effectively. Use our models or build and train your own.
Stay in control of your customers
Create your own AI models
Stay in control of your customers’ reasons for contacting you. Add the topics you’re interested in, set up your models using our step-by-step guide and receive actionable insights to help you achieve your business goals.
Improve quality management
Start having better conversations with customers with quality management analytics. Support your contact center’s performance by understanding what’s going well and what could be improved, from following protocols to showing empathy.
Find conversation topics
Get insight into repeat traffic
Find conversation topics responsible for high traffic volumes and repeat traffic based on your unique labels and categories. Find out why customers contact you repeatedly, so you can manage conversations efficiently and improve content and services.
Support your contact center
Help your contact center deliver outstanding experiences. Coach them on recognizing opportunities to go the extra mile and introduce best-practice call techniques based on real insights. Find out if the changes are paying off by monitoring traffic over time.
Prioritize quality improvements
Analyze which topics are frequently mentioned together and detect underlying patterns in your conversations. Determine opportunities for improving your conversations with customers by topic. Easily prioritize quality improvements with clear, color-coded insights.
PII Masking – Mask personally identifiable information
Our software incorporates PII masking to safeguard personal data, ensuring its security without compromising its utility for analysis and development. This technique conceals identifiable information by altering or replacing it, thus maintaining data security even in the event of a breach. It ensures that personal details, such as names or IP addresses, are transformed into a non-traceable format, preserving the data’s integrity and structural properties for internal processes. This guarantees both privacy and functionality. Read more about the PII Masker in our brochure.
