Customer Analytics
Everything starts when the interaction happens, but analytics is what goes beyond the resolution stage. We use unstructured data, transcripts, and conversations to build a cx automation platform to understand the authentic voice of customers, their emotions, sentiments, and how they feel. This allows us to create a data profile unique to each customer. It allows us to anticipate what queries and challenges they might face in the future, along with the best possible way to resolve them, giving them the desired experience.
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Emotion And Sentiment Detection
Rezo’s call center voice analytics software alert agents when negative sentiment is detected for early resolution while suggesting up-sell and cross-sell opportunities when the sentiment is positive.
Emotion And Sentiment Detection
Alert agents when negative sentiment is detected for early resolution while suggesting up-sell and cross-sell opportunities when the sentiment is positive.
Complaint Analysis
The speech analytics software of Rezo monitors customer comments, picks out the negative ones, and routes them to the assigned department.
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VoC and CSAT Score
Rezo’s call center quality monitoring software collects and connects information from multiple channels and collates customer scores to provide insights and make better decisions.
VoC and CSAT Score
Collects and connects information from multiple channels and collates customer scores to provide insights and make better decisions.
Agent Analytics
Our second lever runs simultaneously and magnifies into every agent and representative, resulting in huge operational efficiencies. Rezo call center workforce management provides unparalleled advantages as it happens to be the most frequent pain-point big outbound call centers companies face and every high-growth business will eventually face. Our self-mandate while coming up with this was simple, to achieve 100% brand alignment for every agent or representative who speaks on behalf of the brand. We consider our engagement with any of our clients successful only when we have reached a stage where when a rep speaks or interacts with customers, the experience should be as if the brand itself has come to life, imbibing all its values and mission. We then stand with them to ensure it happens to be like that forever, irrespective of the number of pivots and iterations we have to do.
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Quality Audit
Get a ground-level view with 100% of interactions in real-time to upskill agents.
Quality Audit
Get a ground-level view with 100% of interactions in real-time to upskill agents.
Empathy and Tone Analysis
The conversational AI chatbot of Rezo Keep track of agents’ empathy and tone, and flag the element parameter on the agent scorecard if not met.
Agent Scorecard
Rezo’s call center evaluation collates insights from analytics and real-time feedback to score each interaction and subsequently rate agents.
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Agent Scorecard
Collate insights from analytics and real-time feedback to score each interaction and subsequently rate agents.
Training and Coaching Needs
Get an on-ground assessment of chat and voice agent performance and chart a plan for training.
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Compliance Monitoring
Enable monitoring of customer agent interactions and ensure compliance parameters and SOPs are met.
Compliance Monitoring
Enable monitoring of customer agent interactions and ensure compliance parameters and SOPs are met.
