Cloud communications firm Intermedia has released Intermedia Interaction analytics, a new AI-based feature for its Intelligent Contact Center platform.
Intermedia Interaction Analytics lets agents gain insights from thousands of customer calls. The solution transcribes calls and voicemail that come through multiple call queues. Then, it utilizes AI to analyse and assign sentiment tags based on positive and negative words.
Agents can also use a recording search function to find call recordings by sentiment or by keyword or phrase.
In addition, supervisors can automatically flag calls for evaluation based on key phrases.
Koray Parmaks, Intermedia's Vice President of Contact Center as a Service (CCaaS), said: "Intermedia Intelligent Contact Center gives businesses and the partners that serve them the tools they need today to deliver an outstanding customer experience without the cost, complexity, resource requirement, and prolonged implementation time experienced with competing solutions.
