Real-Time Service to Sales

The Real-Time Service to Sales application utilizes the Speech Analytics platform by profiling the caller and the agent, as well as the context of a call, to identify sales opportunities with the purpose of leveraging both cross-selling and up-selling opportunities. The agent is guided in real time to capture these opportunities, thus increasing sales and revenue. 

Speech Analytics has various benefits, including its ability to:

  • Use historical data to profile a customer based on demographics, past transactions, past responses to sales offers, interaction history, satisfaction levels, etc.
  • Profile the customer service representative’s skillset and past sales performance 
  • Identify sales opportunities using the context of the interaction

As a result, customer satisfaction is improved, as they're offered solutions to their inquiries in real time.

Tags: Contact Center, Real-Time Service to Sales, Real-Time Solutions, Speech Analytics, Workforce Optimization

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