Large enterprises – defined as an organization employing more than 1,000 call center agents – are increasingly moving to cloud-based contact center platforms and away from complex on-premise hardware and software. Enterprises are making this move to take advantage of benefits like dynamic scalability during peak periods, instant access to the latest features, and seamless collaboration between systems.
In the past, companies were forced to rely on mostly closed systems that operated as silos making it difficult to share data and collaborate with other parts of the business. Now, the ‘open’ nature of cloud-based platforms enables robust interaction between systems.
For example, Five9 – one of the leading cloud-based call center platforms – provides an open API that enables the sharing of call audio and metadata with Tethr’s leading AI-powered voice analytics platform. Calls flow securely from the Five9 cloud to the Tethr cloud where they are transcribed and analyzed. From there, Tethr can intelligently “listen” to every customer conversation to surface insights that can be used to improve sales conversion, customer experience, loyalty, compliance and marketing effectiveness.
In order to effectively use this “Voice of the Customer” data to improve results across so many functional areas of the enterprise, it’s critical that it be accessible to the rest of the organization for specialized analysis and insight. Tethr was architected with this need for open sharing of data between teams and systems in mind.
Insights generated by Tethr can be consumed in a variety of ways. Customers can consume insights through the Tethr dashboard, which is purpose-built to visualize voice data in an actionable way. Tethr can also share its structured insight from voice data with other downstream systems such as CRMs, BI tools, and data warehouses. This allows customers to correlate Tethr insights with other relevant data. And finally, Tethr has the ability to push structured insights back into Five9 where it can be stored with the customer record and potentially actioned against.
As an example, an existing customer may call in to the customer service line to inquire about a better pricing plan. The service agent then shares the current pricing plans, and the customer mentions a competitor that has a more appealing pricing plan. The call ends with the customer telling the agent they may move to another provider when their current subscription expires. Regardless of exactly which verbiage was used in this interaction, Tethr would boil it down to the basic sequence of events just mentioned. This standardization is referred to as structuring the data, which is the backbone of all successful voice analytics endeavors.
Once the data is structured, there are limitless applications. In the example above, you could choose to look at all the conversations that included those events and then pinpoint which competitors are being mentioned most often. You could also choose to correlate those conversations to CRM data to learn which plan(s) the customers that have those interactions are on. As a Five9 customer, you could even push that data back into Five9 and automate a process that looks for conversations with that particular sequence of events and assigns the customer to an outbound sales agent skilled at handling pricing issues. The Five9 dialer could even automatically make the call and engage the sales agent with the customer to share a special retention offer.
Open, cloud-based systems like Tethr and Five9 enable this kind of strategic enterprise listening that drive improvements in CX and sales conversion that were previously not possible. The most powerful solutions on the market interact securely, seamlessly, and cloud-to-cloud to deliver measurable financial impact to the enterprise.