From speech to insights: Harness the power of human voice

Transform contact centers with GenAI-powered Voice Intelligence framework to cut costs and reduce repeat calls by up to 85%

In today’s digital landscape, contact centers serve as the frontline of customer service, handling millions of interactions across various channels. As customer expectations evolve, deriving insights from the call recordings becomes essential for improving customer experience and boosting operational efficiency. According to McKinsey, “85% of business leaders say it’s essential to analyze call data for insights. However, only 16% of enterprises fully utilize the data generated from call recordings”. Most contact centers struggle to derive actionable insights from calls, which leads to prolonged resolution times, inconsistent service quality, risk of churn, and customer dissatisfaction.

To overcome this, service providers should implement Voice Intelligence, an automated, GenAI-powered framework to extract actionable insights from calls and enhance contact center efficiency. It helps reduce repeat calls and call handling time, thereby improving customer experience. Further, it helps service providers improve the First-Call Resolution rate and achieve huge cost savings.

Fig: Leverage a GenAI-driven Voice Intelligence framework to gain real-time actionable insights from customer calls