LONDON- 29th May 2019 — Contexta360, a leading speech analytics and conversational computing company, today announced it has signed an agreement to supply Overstappen.nl, a leading energy switch company, with its cloud software solutions.
The solution includes an advanced integration with Overstappen.nl’s CRM system. This enables calls to be fully transcribed, analysed for items such as sentiment, key question detection, reason for switching, topics, context profiles and added directly into the CRM record.
“Contexta360 delivers a level of insight that enables us to provide incredible value to our suppliers, the energy providers, but also to our customer support team leaders who can now ‘see and analyse’ what is being said between our staff and customers,” said Frederik van der Veen, CEO at Overstappen.nl.
“CRM integration is a powerful capability that captures all the detail and nuances within a conversation and injects this into a CRM record, as well as allowing leadership to search for trends, C-SAT or compliance criteria. Typically most CRM is configured with drop-down fields and free text that is not searchable or indexed. Overstappen.nl can now run queries such as ‘give me all calls in Q1 where Customer Satisfaction is less than 90%’, or ‘Give me all calls that mention the energy provider Nuon,” said Andrew White, CEO at Contexta360.
The Contexta360 Platform is available as a cloud service or on premise, which proves very popular with their government, security and Financial Services clients. The platform delivers three layers of capability, namely:
- Speech-to-Text – This is delivered across multiple languages, at extreme quality / accuracy and with the unique capability to learn industry lexicon / terms.
- Text to Understanding – Contexta360 has leading NLP capabilities and programming to enable the platform to turn text into understanding.
- Understanding to Insight and Action – Once there is understanding, we can leverage our AI, additional data sources and process rules to create actions that improve revenue, customer experience, scale, learning and reduce risk and cost.
The platform has the following modules:
Contexta360: Identity - The ability to highlight if a caller’s identity is in question
Contexta360: Assist - The ability to Assist an agent real time or summarise actions
Contexta360: Analyser - Gain insights from the content and context of calls, track talk-time, topic of conversation, category, sentiment, C-Sat, key word analysis, spot questions
Contexta360: Connect - Connect CRM platforms such as Salesforce or Microsoft CRM Inject transcripts. Add sentiment, actions detected, talk ratio, topics discussed to opportunity and account records
Contexta360: Compliance - The ability to add one or many compliance questions that must be asked and answered so that high risk calls can be identified and highlighted to compliance teams
Contexta360: Quality Monitor - The ability to mine and report on the data by date, team, enterprise, function, context, term, gain insights and take action
Contexta360: Omni Channel - The ability to integrate other communication data sources to gain a 360-degree context (Chat, Web, SMS, Social channels)
“As an industry we’re just scratching the surface of how powerful speech analytics can be to all organisations. The voice channel remains the ‘Prestigious’ channel, ideal for ‘moments that matter’ and ‘customers that matter’. However, organisations have very little intelligence on what is being said and how it is being said. I am fortunate to be working with some of the best speech scientists, AI, developers and NLP PhDs on the planet. This is what makes us unique. There are lots of companies that do speech-to-text, but that is just 5% of the journey. Real insight comes from understanding, a new level in speech quality and a flexible approach to customer engagement,” said Andrew White, CEO at Contexta360.