Making data-driven decisions is top of mind for business leaders across the globe. We are witnessing a sea of change in how businesses derive insights from their data, most notably the growth in AI tools to facilitate data collection and analysis.
Conversations—whether they happen in a sales call, customer support calls, or in an online strategy meeting—are filled with untapped data opportunities. However, extracting insights from these interactions comes with major challenges, whether it be time-consuming manual transcription or finding the insights that matter across all calls, over multiple UC platforms.
Other challenges include:
- Not having instant access to accurate records on all calls
- Being ‘audit ready’ if needed
- Inaccurate call transcriptions and summaries
- Access to customer insights in real-time
- Poor manager visibility
For partners looking to solve these challenges for customers, CallCabinet now addresses all of these issues for its compliant call recording solutions.
A Modern Approach to Customer Service
According to Business.com, acquiring new customers costs 5-10 times more than retaining existing ones, and 95% of consumers say customer service impacts their brand loyalty. So, you can see why aiding these interactions and anticipating your customers’ needs has become a high-stakes game.
CallCabinet’s latest feature upgrade puts the power back into users’ hands and helps businesses extract insights via its call recording solutions. It offers selective AI transcription, call summarization, and sentiment analysis capabilities, which are now available across its compliant call recording solutions.
CallCabinet’s AI features can help agents stay in tune with customers, understand how they feel, solve their problems more easily, and can help managers evaluate performance more effectively.
Once a call is transcribed, the sentiment analysis tool can quickly indicate whether the call was positive, negative, worsening, or improving, thus indicating which customers need the most immediate attention.
In a contact center environment, where agent churn rates can reach up to 30%, this will reduce users’ cognitive load, make the process more time efficient so agents can focus elsewhere, and help businesses raise their overall service levels.
The insights don’t stop there, either. The call recording solutions are available across multiple conversation mediums, including outbound sales calls or internal meetings, and across platforms if users have multi-vendor communication platforms.
Selective AI Transcription
CallCabinet’s selective AI transcription enables employees and managers to pinpoint the conversations they want to enhance with insights. These insights are backed with at-a-glance sentiment analysis.
For example, sales reps find the power of being able to access and transcribe selected calls and review the key points held within each invaluable. Instead of wading through a 30-minute recording, they can pick up information such as customer pain points, objections, or product interests and then prepare for their next interaction with that customer with all the information at their fingertips.
Is AI-Enhanced Call Recording right for you?
CallCabinet is a well-known vendor for meeting compliance requirements in heavily regulated industries. Combining AI enhancements and streamlining compliance efforts is great for businesses operating in all industries, especially heavily regulated industries such as finance, healthcare, or legal services.
Having instant access to accurate records will help teams focus their time more effectively. It will also help businesses stay audit-ready by providing easy access to necessary documentation, reducing the risk of non-compliance due to incomplete records.
“In a world where differentiation between UC platforms is hard to demonstrate, leading deals with a next-gen compliant call recording and AI-driven analytics platform that can generate insights (and ROI!) for customers is a powerful message for partners” says Simon Peters, MD of CallCabinet UK.
Peters suggests that partners ask their customers key questions about their call recording and data insight requirements to understand how they can leverage their call recording data in a more meaningful way.
- Efficiency – Is transcribing and distributing meeting notes creating a burden on your staff?
- Compliance and Record-Keeping—Does your industry have stringent compliance rules regarding the recording and storage of call transcriptions? Is it essential you are ‘audit ready’?
- Team Alignment – Are you suffering from a lack of alignment or unclear responsibilities between teams?
- Actionable Insights – Are you generating insights that ensure faster and more targeted customer engagement?
- Cross Platform—Are you operating in a multi-platform environment? Do you need to aggregate insights from across multiple platforms?
- Access to Insights – Do you need to share transcriptions and summaries from meetings across multiple teams compliantly?
- In-Call Insights and Sentiment Analysis—Would real-time information help you make better decisions based on customer sentiment?
If your customers answer yes to two or more of these questions, it may be time to look for a specialized compliance call recording and AI-powered analytics product.
Verdict
The benefits of generating actionable insights from conversations are clear. From call centers that want to improve CX, to organizations that just want to supercharge internal collaboration, CallCabinet can help customers focus where it matters.
AI is increasingly relevant for partners looking for an enhanced product that will help them stand out in deals. They must find vendors with a robust product development roadmap and the ability to execute on their vision. CallCabinet’s solution continuously evolves with the latest technologies, meaning your business will never need another compliance solution or deal with end-of-life scenarios.
In the latest Techtelligence report, AI in Unified Communications Survey: Insights, Challenges, and Future Directions, ‘unclear ROI’ was cited as a major barrier to AI adoption. CallCabinet’s new AI transcription and summarization tools are must-have innovations in any business solutions portfolio, showcasing how these capabilities redefine recorded call engagement, cost savings, and operational accuracy and efficiency across all sectors.
