Improve CX with real-time analytics and omni-channel CC options
Pennine will be showcasing two exciting contact centre solutions, CC4Skype and Xdroid which is designed to improve the customer experience by improving agent performance during the call through real-time analytics.
As a Microsoft Gold partner and leading communications, data and networking specialist, Pennine will be demonstrating CC4Skype. This Microsoft-certified omnichannel solution natively integrates with the Skype for Business and Teams.
As well as enabling customer interaction via telephony, social media and chat to email, it also incorporates extensive reporting tools which can be integrated with leading CRM and UC applications.
In addition, there will be live demonstrations of Xdroid, the real-time AI powered voice analytics solution with built-in TRUE emotion detection.
With real-time analytics of both voice and text communications, it provides valuable Net Promotor Score insights into the quality and efficiency of client communications.
An incredibly powerful tool that automatically processes every call and can detect a range of emotions, reporting on whether customers are displaying displeasure, uncertainty, disappointment or happiness.
The qualitative data yielded can be used to significantly enhance customer satisfaction, with clients utilising Xdroid benefiting from an increased client retention rate of 30%, an inbound sales uplift of 14% as well as increased agent retention and reduction of legal and regulatory action.
Visit the Pennine team on stand 356 to see the solutions for yourself.
Tel: 0161 763 2000