VoiceOps

VoiceOps is a coaching enablement software designed for call centers. It transforms call center data into actionable insights, allowing managers to provide effective coaching that drives measurable improvements in team performance and customer interactions.

Key features:

- Behavior Tracking and Adherence: Automatically tracks adherence to key behaviors across calls, provides accurate transcripts with instant search capabilities, and offers customizable behaviors to fit specific call center needs.
- Coaching Tools: Identifies major "coachable moments" across numerous calls, enables managers to coach on 10 times the number of calls per rep in less time, and aggregates feedback, metrics, and activity in-app for streamlined coaching sessions.
- Performance Metrics: Displays key metrics on dashboards without extraneous data, tracks increased adherence to key call flow behaviors over time, and measures coaching effectiveness by individual coach and across teams.
- AI Integration: Combines AI with human-in-the-loop operations for complete contextual understanding of calls, provides consistent feedback across calls to reinforce successful behaviors, and leverages machine learning to deliver strategic coaching insights.
- User-Friendly Interface: Offers a simple and efficient workflow for managers and coaches, provides in-app tools for preparing and running valuable 1:1 coaching sessions, and includes easy-to-use comparison features to help underperformers learn and improve.

How it works:

1. VoiceOps collects and transcribes call data, identifying key behaviors and adherence to call flows.
2. The platform analyzes call data to pinpoint coachable moments and areas for improvement.
3. Managers use the platform to provide targeted feedback and coaching, focusing on specific behaviors.
4. The system tracks coaching sessions and measures their impact on performance.
5. Dashboards and reports provide real-time insights into adherence and coaching effectiveness.
6. Continuous monitoring helps managers adjust coaching strategies as needed.

Integrations:

- CRM Systems
- Call Center Software

Use of AI:

VoiceOps uses AI to automate behavior tracking and identify coachable moments. The platform leverages machine learning to provide contextual understanding of calls and deliver strategic coaching insights.

AI foundation model:

VoiceOps is built on advanced machine learning models that provide contextual understanding of calls.

Target users:

- Call center managers, coaches, and executives looking to improve team performance and ROI
- Industries including financial services, consumer lending, insurance, education, travel, and hospitality

How to access:

VoiceOps is available as a cloud-based SaaS platform, accessible via web app with support for various devices.