You can have the real-time customer sentiment on each call using Comstice Audio Recording for Cisco Finesse running on your network. You can create call transcripts real-time, flag customer sentiment as positive, neutral or negative. Based on the context of the conversation, Comstice can display the links for the recommended actions. All these features are available by running Comstice Audio Recording solution on your network. Nothing is in the cloud.
You can;
- train agents faster using recommended actions
- improve first contact resolution by classifying the incoming calls and handling the root cause of the common issues
- Resolve conflicts with the customer on the same call by offering real-time sentiment monitoring, Barge and Intercept options to the Supervisor
Features and Benefits
Using Comstice Audio Recording and Cosmtice Real-Time Sentiment Gadget on Cisco Finesse, you can;
- create call transcripts on the fly
- highlight certain keywords on the conversation
- list top 10 common issues for that queue / skill with resolutions
- real-time sentiment monitoring for the supervisors, with barge in and intercept buttons
Rollout Steps
Rollout of this solution is relatively straightforward;
All Comstice the servers are running in Docker / Podman containers in the Linux / Redhat OS envirments. VMWare virtual servers can be used to host those virtual servers;
- create call transcripts on the fly
- highlight certain keywords on the conversation
- list top 10 common issues for that queue / skill with resolutions
- real-time sentiment monitoring for the supervisors, with barge in and intercept buttons
Post-Deployment
Once the deployment is complete, Comstice Audio Recording can create the call transcript of the historical recordings and help to build recommended actions;
- analyze recorded conversations from the historical audio recordings by creating the call transcriptsy
- classify the conversation subjects and document potential resolutions
- create recommended actions based on the existing conversations
- manually add the recommennded actions for the conversations that did not resolve
Bundle with Comstice Webphone Gadget for Cisco Finesse
You can use Comstice webphone with Cisco Finesse and eliminate any Cisco Jabber or physical phones, using only the web browser. Just like the cloud contact centers but everything is on your network. Click here to learn more.
Conclusion
At Comstice, we believe that your data is much more valuable in the world of AI and it is extremely important to keep your data under your control. We are committed to achieve data sovereignty in your customer service operations. Comstice solutions are designed to be run on-premises or in your private cloud. With Comstice, you can offer a better customer experience than the cloud services without sharing your customer service data.