Customer engagement during calls is crucial, yet many contact centers miss the mark, resulting in one-sided conversations and dissatisfied customers.

Celebal Technologies offers a comprehensive Open AI solution, with real-time agent assistance and dashboards for seamless contact center operations. This empowers agents to provide excellent service while enabling managers to optimize performance, ultimately enhancing customer satisfaction and business success.

KPIs:-

Agent & Manager Dashboard: Monitor & manage performance in real-time
Call Tagging: Label and categorize calls for further analysis
Pre-built PBX System Integration: Seamlessly integrate with existing systems
Speaker Detection: Identify who is speaking during a call
Profanity: Detect and manage inappropriate language in calls
Recommendations: Receive actionable recommendations based on call data
Speaker Diarization: Identify speakers in calls for context analysis
Knowledge Base: Build a repository of insights for future reference
Sentiment Journey: Analyze customer sentiment throughout calls.
Context Analysis: Understand the context of customer interactions
SLA Breach: Ensure adherence to service level agreements

Business Impacts:-

Personalized Interactions - 20-30% Faster customer resolution
Agent Training - 30-35% Reduced agent training time
Uplevel Self-Service - 50-60% Improved first time resolution
Less Operation costs - 15-20% Lower labor & operational costs

Contact Center - OpenAI

by Celebal Technologies Private Limited