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IntelePeer Expands Its Call Summary Dashboard to Enhance Contact Center Workflows


Being able to make changes and adjustments in the contact center based on real-time intelligence is a game-changer for customer support operations. In the past, data was generally uncovered too late to benefit operations on the spot…if the data was uncovered at all. Today, analytics technology coupled with artificial intelligence allows managers to take the pulse of call center operations and make immediate adjustments in workflow to improve both the customer experience and the company’s bottom line.

AI-powered communications automation company IntelePeer recently announced an extension to its SmartFlows platform, the Call Summary Dashboard, a drag-and-drop interface with AI and automation tools that enhances omnichannel communication workflows and allows businesses to track their ROI and identify cost-savings opportunities in real time. At no additional cost, existing IntelePeer customers can leverage the Call Summary Dashboard to build sophisticated hyper-automation omnichannel experiences without lengthy development cycles.

According to IntelePeer, the Call Summary Dashboard provides the most accurate data regarding contained calls automated with IntelePeer’s Smart family of products. Through analytics, customers can evaluate contained calls completed by IntelePeer and determine how much they saved using IntelePeer’s AI-powered virtual SmartAgents – rather than a live agent. The dashboard can also create “what if” scenarios leveraging more automation and self-serve capabilities from IntelePeer based on actual live traffic to generate more saving amounts over the customer’s preferred timeframe.

In the announcement, IntelePeer noted that it is committed to meeting the demands of its enterprise customers looking to deliver best-in-class, automated customer interactions.

“AI has become an essential component to every company, reducing the cost of labor and allowing them to thrive in competitive industries,” said Frank Fawzi, CEO of IntelePeer. “IntelePeer’s latest analytics engine and dashboard is a perfect example of how AI improves CX, providing consistent and accurate responses to customer inquiries while eliminating the need for any customer call to be on hold. When implemented, the dashboard shows the number of customer interactions fully contained and automated in real time leading to substantial reduction in hold times, while delivering significant ROI, saving businesses thousands with an increase in fully automated and contained calls.”

Edited by Greg Tavarez
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