In a drive to help its customers improve efficiency and productivity, Dalycom installs a couple of products which are proving extremely useful to both service industry clients and call centres. Firstly Akixi, which helps to identify and recapture lost callers, monitor all call traffic and user activity.
This is a tool which was originally developed with call centres in mind, it can be configured to present on a big screen the number of calls waiting, the average waiting time, how many inbound calls were abandoned and the average amount of time it took before callers abandoned their call as well as many other metrics. By delivering real time customer experience insights, the service provider can see at a glance where their team could benefit from training or at what times of day more personnel should be redeployed to answering calls.
Integrating with platforms like Microsoft Teams, Akixi offers an intuitive user experience for accessing analytics that can deliver real value and can connect telephony systems to CRM applications.
Ever wondered how companies record their calls for training purposes? Akixi Call Recording is a compliance-ready solution which enables powerful call recording capabilities for Microsoft Teams. Every recording is encrypted and securely stored where it is easy to find for reference, auditing and training purposes.
The second product offers voice recording with powerful AI insights. Dubber, which Dalycom can install to integrate with Microsoft Teams, Cisco Webex, Zoom and other systems, captures and consolidates voice recordings, providing compliant secure storage in the cloud. Once recorded, Dubber uses AI to analyse the call, it can produce a summary of each call and integrate that directly into a CRM system. Importantly, it also monitors the sentiment throughout the call. Hugely valuable for any service business, managers can scrutinise the level of abusive or offensive calls and monitor the voice throughout the duration of a call so that they can measure customer satisfaction. This sentiment measurement enables companies to pick up trends in customer complaints or customer satisfaction and take action where necessary.
Dubber leverages the power of AI to identify key moments within conversations and this enables a business to gain a deeper understanding of the those moments in context. By analysing those moments across all conversations, businesses are given actionable insights to help make informed decisions and improve productivity.
Richard Keenan, one of the owners of Dalycom said: “We’re always working to ensure that the best new tools are offered to our customers and we’re delighted with the performance of both Akixi and Dubber. Those of our customers who have adopted these systems quickly see their worth.”
For anyone interested in finding out more please contact our Business Development Manager Alex Newman on 01509 410 410.
