Interaction Analyzer introduction

One of the most important aspects of a contact center is the knowledge that agents are handling customer interactions with a good level of performance. Often, customers call with complaints, concerns, or problems, which can make that customer emotional. The purpose of the agent is to alleviate the problem as best as possible and retain the business of the customer.

To ensure that agents are doing their job sufficiently, many contact centers employ call recording to verify that customer interactions are handled appropriately. These contact center systems enable you to record calls and review them later. However, with the advent of Interaction Analyzer in the Customer Interaction Center product suite, you can determine the quality of contact center interactions in real time. You can take appropriate action while the interaction is still active.