It’s a hyper-connected world, make every interaction count
Your clients and leads generate data every time they are online, AI gives your business the tools to extract actionable meaning and value from every interaction.
Understand what makes your customers happy using Impact AI
Every business wants to make the most out of their marketing spend. By analysing the success over every agent and campaign, Machine Learning identifies the most successful calls of each agent so that their effectiveness increases over time. As more data is collected and analysed, ML reveals which keywords are the most effective by territory, age group or any other pre-defined metric.
Every business that is required to follow compliance procedures faces heavy fines and damage to their hard-earned reputation if agents compromise regulations about how services are presented. Natural Language Understanding (NLU) can identify when communications infringe regulations. Early identification prevents offence repetition by highlighting the calls with the highest probability of compliance issues and significantly increases the efficiency of the compliance department. In addition to a reduction in fines, fewer employees are needed to monitor communications.
Happy customers are loyal customers. Loyal customers boost profits and have a greater lifetime value. Sentiment Analysis reveals what makes your customers happy. Impact CRM and Impact Telecom collect and analyse mood data to highlight the keywords that lead to sales. Sentiment Analysis also pinpoints the interactions that lead to client unhappiness and combined with Machine Learning helps a business protect brand reputation by avoiding repetition of the same negative interactions. The platform ‘learns’ from the mood data collected and becomes more precise in its understanding about what actions result in a happy, loyal client using your feedback through Continual Learning and delivers insights that result in higher converting campaigns.
Our analytics identify the best sales approaches by highlighting the keywords and the time of day that most frequently results in sales. Other data like the optimal talk/listen ratio and what keywords work best and what to avoid by territory is combined to create clearly defined sales guidelines. As the data set grows, what should and shouldn’t be said becomes a template that everyone can use to increase conversions and turn your team into super agents.