SMILE.CX ANALYTICS
CX Script Adherence
Elevate your contact center quality and effectiveness to new heights.
In telemarketing, telesales, and customer care sectors, agents rely on scripts to guide effective customer interactions. CX Script Adherence, a software solution by Covisian, enhances adherence to defined scripts by automatically verifying conversation adherence, assigning compliance scores to each interaction.
This product transcribes and analyzes conversation recordings, comparing them with predefined KPIs that can be defined directly by the quality department without any technical configuration. It assigns adherence scores to the script and evaluates interactions based on specified requirements. Users can access recordings, view results, and listen to relevant sections with the corresponding transcripts. There's no need to listen to the entire recording; users can jump directly to points where analyzed KPIs were detected.
Product benefits
Enhanced business
Our service implementation is geared towards enhancing crucial Business KPIs, including NPS, sales performance, and more.
Regulatory compliance
Our service ensures adherence to specific compliance requirements, keeping in line with current regulations.
Quality improvement
Our service aims to enhance the overall quality and effectiveness of agents' communication, ensuring excellence in interactions.
Key Features
Adherence to text scripts
Monitoring of specific qualitative and quantitative KPIs
Identification of the commercial proposition conveyed by the agent
Recognition of best practices
Functional specifications
CX Script Adherence is a cloud-based software accessed via any web browser, eliminating the need for PC installation. Enjoy the same intuitive user interface as the entire Covisian product suite for seamless navigation and user experience.