Your Cloud Phone System Is Generating Valuable Data. Are You Using It?

Every call your organization makes contains data – sentiment, objection patterns, customer intent, agent performance. Most of it disappears the moment the call ends.

But what if your organization requires call recording, for example for compliance purposes, and then applied AI-powered insight into these voice conversations?

Could this AI powered conversational intelligence via analysis of these calls extract any insights that would help your business? Sure it would, if done right. Which means you’d need a tool, or intelligence layer, to analysis these calls.

Adding conversational intelligence to a contact center transforms it from a system that primarily routes and records interactions into one that understands, analyzes, and improves conversations in real time and at scale.

A simple chart below helps explain what would be different:

Traditional Contact Center	Contact Center with Conversational Intelligence
Records calls and chats	Understands what’s being discussed
Measures handle time and call volume	Measures sentiment, intent, outcomes, and customer effort
Manual quality reviews of a small sample	Automated analysis of 100% of interactions
Agent coaching based on observation	Data-driven coaching based on conversation patterns
Reactive problem resolution	Proactive identification of emerging issues
Static scripts	Dynamic guidance based on live conversation context

And if you are a large-scale organization, this could make a large difference. For instance, the “real” issues customers call about can be more easily identified. And silos could “go away”, where intelligence could be quickly integrated through the organization. At small scale, conversational intelligence helps individual interactions. At enterprise scale, it becomes a force multiplier.

Clearspan offers an AI powered transcription layer that could help your large organization. Give us a call if you want to hear more.