Conversational Analytics Software
Make Better Multichannel Decisions to Elevate Customer & Agent Experience
Gain a more holistic understanding of customer interactions with your brand.
Benefits of Our Conversation Analytics Software
Resolve Customer Issues Faster
Improve Agent Performance and Retention
Reduce Cost to Serve and Handle Time
Earn Higher Share of Wallet
Demonstrate Return on Customer Service Investment
Pearl-Plaza for Conversational Intelligence
Revolutionize your customer experience and drive business growth with conversation analytics software that leverages data-driven insights across your business landscape from every channel including
- Contact center calls and chats
- Surveys
- Customer interactions
- Agent performance
- Operational metrics & other data
Take a Product Tour
EASY ROI
Increased Efficiency and Transparent Pricing
Lowest total cost of ownership (TCO)
- Integrated platform combining technology and services.
- Establish a direct link to financial outcomes.
- Actionable metrics.
CASE STUDY
Foot Locker Breaks Down Data Silos
- Automated categorization for streamlined data organization and better insights.
- Unified view of feedback data from different sources, simplifying analysis and understanding customer sentiment.
- Enhanced data quality by eliminating unusable or inaccessible information.
- Transparency and configurability for better understanding and quick system adaptation.
As a result of its dedication to customers, and through breaking down data silos, Foot Locker remains No. 4 on Forbes’ most engaged companies list, and enjoys an OSAT score of 84.4%—up six points since September 2018.
Read the Full Success Story
Ready to Revolutionize Your Customer Experience with Conversation Analytics Software?
Deliver a consistent and human customer experience through:
Omnichannel Voice of Customer
Combine mountains of contact center interactions with other channels for a full VOC picture
Agent and Coach Scorecards
Understand agent and team performance, strengths and areas for improvement
Conversational Analytics
Surface the insights in threaded conversations between agent and customer
AI-Driven Text Analytics
Unlock your unstructured data and detect feedback themes and anomalies
AI Summarization
Turn long conversations into short summaries to reduce call disposition time
Quality Assurance
Identify knowledge gaps and opportunities to implement training systems
Strategic Services
Receive expert guidance and reporting on key business questions and drivers
Impact Prediction
Explore key factors and opportunities that influence your metrics the most
How Our Conversation Analytics Software Works
01
Go Beyond the Post-Call Survey
Harness the benefits of integrated signal capture, which encompasses call transcripts, chat logs, IVR data, agent case notes, and survey responses.
02
Surface and Track Emerging Issues
Award-winning AI informs teams about emerging themes, topics, and quality assurance enabling them to address them proactively across channels.
03
Predict Impact of Issue Resolution
By combining advanced analysis tools and expert guidance, prioritize actions and anticipate the business impact of improvement initiatives.
04
Empower Agents and Customers In-Channel
Proactively assist customers in their preferred channels to enhance their satisfaction and decrease contact center workload.
Pearl-Plaza’s AI technologies have helped the team better identify root cause and issues by unlocking the power of call and chat transcripts to see what customers are saying in their unsolicited feedback. The increased understanding leads to more call deflection and process improvement to reduce the number of calls to the customer support team.”
– Tyler Saxey, Director Customer Experience, Foot Locker
Holistic analytics
Detect Customer Signals from Every Touch Point Accurately
Access rich insights in millions of contact center conversations to drive improvement.
- Determine needs by combining siloed channels (call, chat, social, etc…)
- Apply cutting-edge sentiment analysis and natural language processing (NLP)
- Dedicate resources to highest impact areas with greatest ROI
HIGHER ACCURACY, GREATER INTELLIGENCE
Customized AI Industry Models
- Combined AI and ML-powered contact center and +50 industry models custom-tailored for clients with tens of thousands of sentiment phrases, thousands of entities, and hundreds of topics
- Specialized text analytics models to handle conversational complexities including Emotion, Effort, and Intent
- Link CX insights to agent performance, call stage, and customer issues
PRIORITIZE WHAT MATTERS
Hierarchical, Targeted Reporting
- Comprehensive reporting across organizational levels: regions, contact centers, managers’ teams, and agents.
- Understand daily performance, historical trends, and comparisons.
- Visibility into overall center performance and agent breakdowns.
INCREASE FIRST CALL RESOLUTION
Focused Insights on Individual Speakers
- Improved products, processes, and marketing with a greater understanding of customer needs
- More effective agent feedback and training from a focus on agent-specific communication patterns
- Efficiently analyze speaker data for insights and opportunities to improve knowledge, handle time, and first call resolution
STREAMLINE YOUR CONTACT CENTER
One Click Conversation Summaries
- Reduce average handle time (AHT) by up to 33%
- Improve contact center capacity and customer satisfaction
- Increased customer retention and loyalty from improved contact center experience
Clarity of purpose
High-Impact Strategic Guidance
- Award-winning customer experience software and expert advice
- Know where to focus with the highest return
- Analyze business drivers, customer rankings, and future projections for action.
