Organizations traditionally managed their customer interactions across multiple channels using siloed systems, which often resulted in fragmented and inconsistent experiences for customers. Each communication channel (such as phone calls, emails and web chats) would typically have its own dedicated system or platform.
This approach has since presented several challenges, including the lack of integration, disconnected customer data, inconsistent customer experience and limited visibility. Therein lies the question of how to overcome those challenges.
So, in comes cloud contact center and customer experience provider Content Guru and its storm platform.
The storm platform offers an array of features designed to meet the demands of modern contact centers. With the ability to handle large volumes of customer interactions (such as voice, email, SMS, web chat and social media), storm empowers businesses to engage with their customers in a holistic and efficient manner.
The cornerstone of storm's capabilities? Its ability to provide omnichannel engagement. By ensuring a consistent experience across all touchpoints, organizations enhance customer satisfaction and loyalty. Customer interactions are managed from a single interface, regardless of the channel being used, streamlining their workflow and improving efficiency.
Content Guru is building on those capabilities with the integration of the sentiment analysis software Jabra Engage AI. The Engage AI solution, developed by the audio, video and collaboration solutions provider Jabra, uses AI to analyze tone of voice in real time. As a result, organizations better understand and support their agents and, in turn, improving customer and agent experiences.
With the integration of Jabra Engage AI, the storm platform expands its range of features by incorporating advanced sentiment analysis capabilities. This development is particularly significant in the current landscape, where hybrid work and remote agents are prevalent. The ability to understand sentiment analysis in real-time is crucial in optimizing agent performance and customer interactions.
“Since its launch, customers using Engage AI have reported shorter, better calls with more motivated, self-aware agents,” said Andreas Orebo Wenzel, Head of the Call Centric Business Unit at Jabra. “Synergizing the capabilities of storm with Engage AI enables organizations to reap the benefits of our enterprise-grade cloud technology and innovative real-time tone analysis.”
The AI-powered sentiment analysis provides agents with dynamic feedback that is engaging and motivating. This real-time analysis allows agents to gauge customer sentiment during interactions, enabling them to adjust their approach and provide a more personalized and empathetic experience.
Supervisors also benefit. The platform delivers data-driven insights that are personalized to individual agents, empowering supervisors to make informed decisions without the need for extensive transcribing and recording. These insights offer supervisors a comprehensive understanding of agent performance, customer sentiment trends, and areas for improvement, enabling them to provide targeted coaching and support.
“We pride ourselves on offering best-in-class integrations to organizations, expanding the range of functionality and ensuring high-quality CX consistent with any existing third-party platforms,” Martin Taylor, co-founder and Deputy CEO at Content Guru. “Storm’s integration with Engage AI will enable businesses to enhance agent experience, and CX, in real-time.”
The seamless integration of Jabra Engage AI with the storm platform enhances the overall capabilities of storm, ensuring that organizations can effectively manage their customer interactions and optimize agent performance in the ever-evolving landscape of hybrid and remote work environments.
Edited by
Alex Passett
