Call Journey Brochure

Small moments, deep insightsConversation Analytics for Business

March 2021

support@call journey.com sales@call journey.com

www.call journey.com/discovery-session

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Powerful insights into the Voice of the Customer

Each and every interaction in your organization contains a wealth of powerful intelligence to help shape customer experience, compliance, and strategic planning.

However, organizations have to wade through a dense, complex array of data just to get the information they need. Call Journey’s VoiceAI helps cut through the noise, yielding deep, actionable, data-driven insights to accelerate your business goals.

Recognizing that the best intelligence combines both artificial and human input, Call Journey’s VoiceAIaugments human insight and creates 100% coverage to eliminate bias and error and capture subtle elements like tone, content, silence and pitch to create a true, omni-dimensional understanding of your customer.

Empowered decisions

VoiceAI’s granular insights into thoughts, feelings, patterns, trends and triggers

can help create informed customer experience strategies, mitigate risks, ensure compliance, and identify opportunities for retention and revenue. Call Journey’s technology empowers leaders with the right data to make data-driven, customer-centric decisions. By doing most of the heavy lifting, VoiceAI enables organizations to focus on the things that matter, without having to worry about arduous data analysis and coverage.

OV

ERV

IEW

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Common challenges we solve for

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• Only 1-5% of customer interactions are being analyzed

• Lack of coverage + human error and bias → inaccurate, insufficient insights

• Poorly informed decisions• Lack of proper QA• Missed compliance breaches

• Organizations are reactive rather than proactive

• Organizations may be unaware of frontline staff regulatory breaches until it’s too late

• Huge legal, reputational or regulatory consequences

• Post-call surveys have limited uptake, therefore resulting in a limited understanding

• Compromised NPS and CSAT metrics → ill-informed decisions

• 100% coverage• Objective insights• Actionable data

• Enhanced decision making• Mitigated risks• Excellent QA

• 100% coverage• Rules engine is programmed to identify

potential breaches• Combination of human and artificial

intelligence → comprehensive results

• Avoid fines • Flag ‘warning lights’ before it happens• Saved reputation

• AI, NLP and NLU produce a robust understanding of the sentiment and acoustics of interactions

• Alleviating the need to rely solely on post-call surveys and creating a deeper understanding of the customer.

Situation

Risk

VoiceAISolutions

Outcome

Insufficient Supervisory Coverage

Risk of compliance breaches and large fines

Inaccurate NPS & CSAT scores due to small sample

Use Case

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Common challenges we solve for

4

• Lack of time and effort invested in cultivating and developing employee skills

• High attrition• Time consuming and expensive replacement

process

• The available data is high- volume and complex

• missed opportunities to identify cross-sell and upsell and identify customers’ churn rate/lapse drivers

• Difficult to gauge product/services feedback, gaps and opportunities

• roadblock to developing a high quality product/service.

• employee insights, aiding in performance, coaching, and wellness and assisting in staff retention

• Staff wellness also has a flow-on effect to customer experience and financial outcomes

• rules engine can be programmed to efficiently identify customers’ key drivers, trends and patterns

• enriching your sales strategy with actionable data

• Call Journey’s software automatically gauges feedback and gaps and produces insights that are simple to digest and action

• informed R&D decisions

Situation

Risk

VoiceAISolutions

Outcome

Expensive training and hiring process

Boosting Sales Performance Accelerating R&D of Products and Services

Use Case

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How it works

5

Powered by

Conversation Pipeline ManagerPowered by

Speech AIPowered by

Conversation AIPowered by

Data tables/Power BI

Templates

Voice Data

Call Journey makes source

integration easy and safe

Interchangeable Automated Speech recognition engines

Contextual rules engine turning conversation data into insights

Data delivered where you need it

Manage your contact centrewith a single application

Audio and Metadata

Files

Cloud

Premise

Employee Engagement

Compliance

Product

Legal

Sales

Marketing

CX

Contact Centre

Call Journey has used the latest in Artificial Intelligence (AI) and Natural Language Processing and Understanding (NLP/NLU) to develop VoiceAI, a groundbreaking Conversation Analytics Ecosystem complete with a sophisticated rules engine, advanced analytics and acoustic modelling, and actionable insights. The technology ingests and analyses vast quantities of macro and micro data to create a complete picture of the customer and their journey

Voice AI is one of the most flexible solutions of the market, offering a range of languages and accent-based models and allowing your business to plug into our technology via the cloud, or by using the engine on premise.Data produced by VoiceAI analysis can be fed to your chosen analytics platform, or easily digested via our visual dashboard, WordBench

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BOOST IN CONVERSION

27%

SAVED IN FINES BY IMPROVING COMPLIANCE PROCESS

$ 7.7 M

REDUCTION IN CALL MONITORING COST

22%

INCREASE IN NPS AND CSAT SCORE

16%

34%ENHANCEMENT IN EMPLOYEE ENGAGEMENT

Business Benefits & Features

Highest Transcription AccuracyVoiceAI has 86% - 92% transcription accuracy, guaranteeing a high-quality output, thanks to Call Journey’s call capture system and latest generation Natural Language Processing technology.

Advanced Sentiment and Acoustic ModellingVoiceAI can analyze all dimensions of an interaction, including what was said (sentiment) and how itwas said (acoustic). This enables you to measure customer satisfaction and keep a finger on the pulse ofemployee engagement and wellbeing.

Multi-language supportVoiceAI supports various languages, accents and industry jargons.

Easy to configureHistorically, companies need to input codes to set rules and parameters. VoiceAI offers pre-built, out-of-the-box and easily configurable search frameworks. It also has customizable word/phrases, librariesand filters

Fast ImplementationVoiceAI makes integration easy with an API that can streamline your data directly into a platform your business already uses, whether that be Microsoft Dynamics 365 Suite, WordBench, or your preferred business intelligence and analytics platform.

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What People Are Saying

ROB PORTERFounder & Co-Director

Call Journey is UC Architects vendor of choice whenrecommending and delivering cloud based AI driven voiceconversation analytics solutions. It’s true power is unlockedwhen integrated to Microsoft platforms such as Dynamics365and Power BI. It is a powerful enhancement to our “Power BIadapter for Genesys Cloud” offering, which further enrichesthe single pane of glass reporting capability of Power BI fororganizations needing to make crucial business decisionsbased on a myriad of seemingly disparate data sources.

PIERRE DONALDSONCEO and Founder

It’s no secret that great customer experience is a directoutcome of employee engagement, which is why we giveimportance to the agents’ well-being. With Call Journey’sadvanced AI-based technology and our innovativegamification solution, we can help businesses initiaterecognition, competition, and development for their agents ina fun and engaging way.

CHANDRA STEVENSGlobal Director for Emerging Solutions for Data and AI

Organizations are now able to pull out important information with voice analytics, find out what the most compelling questions typically are, go into customer insights to create a segment based on that data and then do proactive outreach to customers for a more personalized experience.

TOM YANGGlobal Sales Director – Dynamic Customer Service

Call Journey has really great technology because of twothings: one is because they are really after the outcome,solving challenges that organizations need to overcome andproviding qualitative solutions out of voice data to improvecustomer journey; second is because they have a very flexibleplatform. Many organizations have consistent needs andwants parsing through voice data and Call Journeytechnology is flexible enough to adapt to those changes.

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Call Journey delivers powerful customer insights

Call Journey’s mission is to use Interactive AI to deepen and enrich the way that organizations understand their customers and people. VoiceAI captures and analyses each and every interaction to produce nuanced insights in a simple, searchable and actionable format, helping organizations improve their customer experience, business performance, risk management and compliance.

Call Journey’s passionate interaction experts have combined the best of Natural Language Processing and Artificial Intelligence to create an industry-leading analytics ecosystem that does all the heavy lifting for you. Using this technology to cut right to the core of interactions, Call Journey’s VoiceAI is helping organizations find answers to some of their biggest challenges and take their business outcomes to the next level.

Join the ranks of our global partners Genesys, Microsoft and SAS by deepening your customer insights today.

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