One of ViaFlow's constant innovations is the transcription of conversations between the call center agent and the customer.
⏯ Watch a video demonstration of our conversation transcription engine, which gives you precise insight into:
- The distribution of talk time between agent and customer;
- White time per caller;
- Speech overlap, and much more!
Thanks to this feature, you can obtain essential information on the actual customer journey by transcribing exchanges, easily detect business keywords and optimize your quality monitoring to measure the quality delivered by your agents and continuously improve your contact center's performance.