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, cross-selling, and up-selling opportunities. The agent is guided in real time to capture these opportunities, thus increasing sales and revenue.
Real-Time Service to Sales and Speech Analytics can:
- Use historical data to profile a customer based on demographics, past transactions, past responses to sales offers, interaction history, satisfaction levels, and more
- Profile the agent's skillset and past sales performance
- Identify sales opportunities using the context of the interaction
As a result, customers are offered solutions to their inquiries in real time and overall customer satisfaction is improved.
Tags: Contact Center Real-Time Service to Sales Real-Time Solutions Speech Analytics Workforce Optimization