Call Center Solutions

“This call may be monitored to ensure quality service.” But how useful is your monitoring?

Your call center is the front line of your communications with current and potential customers, and the experience they have may make or break their satisfaction, willingness to make a purchase or brand loyalty forever. With VoicePrism's CallPrism, you can get the information you need to identify optimal sales strategies for increased revenue, weed out your own poor performers, reduce operating costs and improve the overall effectiveness of the call center. With improved customer service, you'll convert new customers and build better relationships with existing ones.

A More Effective Tool

For years, the only tools to evaluate call center performance have been expensive, time-consuming and unwieldy. They couldn't monitor all calls in real time, and only monitored the words being spoken and not their emotional context, missing all but the most obvious problems. They universally failed to illustrate the customer service "big picture" or suggest viable strategies for improvement.

Emotion is the Key to Understanding

Any time a customer calls your call center, he or she experiences emotions that either improve or damage the relationship. Our technology consistently and objectively measures this emotional context of every call center interaction -- the emotional intensity, confusion, stress, happiness, anger or misunderstanding resonant in human voice patterns. CallPrism provides powerful, simple-to-use alerting systems and reports designed to facilitate faster and better decisions.

By implementing CallPrism™, you'll be able to monitor the emotions on both sides of every call. With the real-time intervention option, you can automate the workflow to notify the customer service representative or manager about what emotions the caller is feeling, so that he or she might respond accordingly. CallPrism™ also provides the ability to analyze thousands of recorded calls quickly and easily. Instead of reviewing a small number of calls randomly for Quality Assurance, CallPrism™ highlights the most problematic calls AND the specific problem areas within each call. CallPrism™ gives you the information you need to better train and manage your call center employees, and most importantly, to build better customer relationships.

Don't make decisions based on less than 10% of the picture. VoicePrism™ taps into the richness and reliability only obtainable through the 90% of non-literal communication.

We use VoicePrism™ technology and services to reveal the real meaning behind the messages your company receives from employees, customers, and vendors everyday.

The bottom line? Consistently smarter decisions - based on unprecedented insight.

We currently provide customized software solutions and services for a variety of industries. Read more about our specific offerings below: