Continuously uncover objective insights on agent behaviors that influence customer satisfaction on every interaction.
No expertise is required with purpose built out-of-the-box behavioral models.
Optimize routing to deliver the best outcome for every customer.
Equip supervisors with quality and coaching insights to deliver personalized coaching from an objective analysis of agent behaviors on 100% of all interactions.
Automate the analysis to identify trends in customer satisfaction and agent behaviors before they negatively impact customers — or the bottom line.
Power better connections and precisely measure results. Enlighten AI Routing seamlessly integrates holistic CX data to personalize every customer experience.
Enlighten AI for Customer Satisfaction automatically analyzes agent soft-skill behaviors that drive customer sentiment on every interaction—objectively and consistently. The purpose-built customer satisfaction behavioral models are derived from 20+ years of industry experience, using the most expansive labeled CX dataset on the market.
Monitor performance using visual dashboards with heatmaps of sentiment and agents’ behavioral scores.
CX leaders need hard data that shows the connection between capable, empathic agents and a stellar customer experience in order to make a strong business case for AI in the contact center. Our survey report of 400 contact center leaders in the UK and the United States gives you the statistics you need to demonstrate the essential role of soft skills in boosting customer satisfaction.
Solera appreciates the value AI and automation provide in empowering employees to deliver a superior customer experience. Enlighten AI is the perfect fit for executing Solera’s customer experience vision.
Many contact centers today look to their agents to provide a detailed accounting of what happens during each interaction. Agents are responsible for accurately and consistently capturing every detail from why the customer contacted the business, what was the outcome of the call, to what actions were taken during the interaction.