i2x GmbH – i2x Call Analytics and Communication Coaching

About i2x GmbH

Every customer conversation is rich with valuable data and information. i2x leverages the power of artificial intelligence to transform the human voice into actionable insights at the speed of a face-to-face conversation. i2x captures, understands, and delivers knowledge from phone conversations to optimize business processes, drive conversions, and consistently delight customers.

About i2x Call Analytics and Communication Coaching

i2x currently supports both English and German conversations. i2x’s speech recognition technology seamlessly integrates with existing contact center solutions to generate targeted insights for both agents and managers – shedding light on specific customer needs, best practices, and strategic priorities.

i2x increases productivity by performing the following tasks exceptionally well and at an unprecedented speed: 1) Transcribing and collecting data from phone conversations 2) Analyzing the data, 3) Coaching users by providing personalized, contextually relevant feedback, messages, and next-best actions to deliver superior customer experiences.

What sets i2x apart in the conversation analytics and coaching space is our real-time, automatic recording and transcription capabilities. i2x’s automatic speech recognition system learns user, company, and domain-specific vocabulary to ensure high accuracy transcription and customization.

  • ACD
    • Listen and Monitor Agent Conversations
  • CTI
    • Screen Pop
    • DeskTop Integration
  • IVR
    • Natural languge speech recognition?
  • Intelligent Virtual Agent (IVA) assistance
    • Speech Recognition
    • Real Time Reporting
  • Analtyics
    • Desktop Analytics
    • Big Data Analytics
  • Workforce Management
    • Support Languages
    • Access by Individual User
    • Allow manual manipulation and editing
    • Track and Support historical agent adherence
    • Track and Support real-time agent adherence
  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Help identify strengths and weaknesses
    • Reward and incentive solution
    • Gamification
  • Training and Coaching
    • agent coaching
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Flexible rules editor
    • Search for call on Ad hoc basis
  • Language Capabilities
    • Multi Language Capabilities
    • Multi Language Machine Translation
  • BPO
    • Inbound
    • Outbound
  • Other
    • Knowledge Management
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents

Directory Categories

  • Call Center Speech Recognition Software
  • Call Center Workforce Management
  • Contact Center Web Based, Self-Service Software
  • Contact Center Gamification
  • CIM and Customer Care Resources
  • Service Agencies-BPO
  • Workforce Optimization