IntelePeer Introduces SmartAnalytics
SmartAnalytics also supports integration with Snowflake Share and Snowflake Reader Account capabilities, enabling secure and efficient data sharing and collaboration.
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IntelePeer has introduced SmartAnalytics, a set of reporting and insight tools that capture every customer interaction with AI agents and live representatives. Available to all SmartAgent and SmartOffice customers, SmartAnalytics features an Interaction Explorer, a self-service business intelligence functionality to custom-tailor analysis to meet business needs, and real-time data insights that can be exported across the business.
“In today’s rapidly evolving business landscape, data and analytics have become the cornerstone of strategic decision-making that creates a competitive advantage,” commented IntelePeer CEO, Frank Fawzi.
“Companies that effectively harness the power of their data are not just making informed choices, they’re revolutionising their operations, customer experiences, and bottom lines. Analytics requires a complete data set across the entire communications path that only IntelePeer can deliver.”
“With SmartAnalytics’ ability to provide real-time data, our customers can quickly uncover hidden patterns, predict market trends, and personalise customer interactions at scale. Coupled with our ability to record and transcribe calls into a data lake, businesses now have a holistic and meaningful view into their customer interactions.”
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IntelePeer’s SmartAnalytics Key Features Include:
- Performance Assessment Dashboard: SmartAnalytics’ dashboard highlights key metrics such as call containment rates, transfer rates, and interaction durations. Providing a comprehensive overview, businesses can quickly assess performance and identify areas for improvement. Granular insights into specific customer interactions enable the optimisation of conversational workflows and AI agent responses.
- Advanced Interaction Analysis: SmartAnalytics’ Interaction Explorer leverages IntelePeer’s unique end-to-end voice path to record and transcribe entire conversations, whether handled by AI agents, live agents, or a combination of both. Users can efficiently filter, view, and analyse interactions using metadata and can search call transcripts for specific words and phrases.
- Data-Driven Decision Making: SmartAnalytics gives users near real-time monitoring, providing visibility into key performance indicators and business insights. The platform’s self-service feature allows users to create and customise their own dashboards, facilitating deeper, tailored analyses of data to meet specific business needs.
- Seamless Integration and Data Sharing: The ability to export and share data allows users to integrate interaction details into existing business intelligence systems for comprehensive cross-functional analysis. SmartAnalytics also supports integration with Snowflake Share and Snowflake Reader Account capabilities, enabling secure and efficient data sharing and collaboration across organisational boundaries.
“A new standard in data analytics is emerging in the industry. Advanced analytics are empowering companies to become more agile, responding to market changes and customer needs in real time,” commented Jim Lundy, CEO and Lead Analyst, Aragon Research.
“Such insights into one’s business are fundamental drivers of innovation, growth, and long-term success in the modern business ecosystem.”
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