How Can Active Insights Help You?

The Top 11 Reasons You Need Active Insights

Amtelco’s Active Insights is a cloud-based platform that uses artificial intelligence (AI) to analyze call, message, and transcription data. You can use Active Insights to transcribe and score calls, generate reports, and evaluate agent performance based on various criteria.

Let’s review how Active Insights can streamline your operations, enhance your service offerings, and improve your call center’s customer service.

1. Fast Cloud Access – The Active Insights platform automatically saves call recordings, data, and messages to cloud storage, reducing server and software costs, and providing immediate access to the data you need.
   
2. Automated Call Scoring – Active Insights analyzes the data gathered during a call, such as how long before the call was answered and the call transcript, to automatically determine post-call scores, saving time for supervisors and ensuring more calls are reviewed.
   
3. Gauging Caller Sentiment – Knowing if a caller’s demeanor remained positive, or alerting you to an upset caller, can help ensure you’re providing the best service for your clients. Active Insights uses an AI Natural Language Processor (NLP) to create call summaries, analyze call transcripts for caller sentiment, and monitor calls for threats, issues, or concerns.  
   
4. Detailed Analytics – The Active Insights reports give you all the information you need for agent scores, audit logs, call metrics, system service levels, and client usage. Active Insights includes preset reports you can organize by categories, such as agent, date, and ACD group. You can quickly review and export call scoring data and statistics using filters such as agent and system abandons, call duration, Automated Call Distribution (ACD) skill, and Automatic Number Identification (ANI) to ensure you have the exact information needed for providing agent and client reports.
   
5. Customizable Dashboards – The Active Insights Dashboards provide real-time call and service quality data in an easy-to-read format. A comprehensive set of widgets shows key information about calls and agents. Active Insights includes several default dashboards and makes it easy to modify or create custom dashboards by adding and rearranging widgets. Each agent can access a dashboard that shows only their information.
   
6. Ellie™ Intelligent Virtual Agent (IVA) – Amtelco’s Ellie IVA helps reduce caller wait times, improve caller satisfaction, and increase revenue while enhancing client retention. Ellie can utilize Amtelco’s patented Speech-Enabled Scripting to communicate seamlessly with callers while following scripts. Ellie can gather caller information and, if needed, pass the call and message to a live agent.
   
7. Utilize Existing Scripts – The Ellie IVA uses the same scripts your agents use, saving time to help you get started more quickly. Any updates you make to scripts are instantly available to your agents and Ellie.  
   
8. Multilingual and Transcription Capabilities – Handling multilingual callers can be a challenge. Ellie provides a significant advantage by using the AI LLM (Large Language Model) to seamlessly translate these scripts into the caller’s preferred language. This eliminates the need for specialized programming for each language. The results of the caller interaction can then be saved in either English or the client’s chosen language.  
   
9. Extensive Search Capabilities – Use a wide range of search criteria to instantly find and review a specific call. Search for any calls taken by a particular agent, on a specified date and time, for a specific client, or a certain phrase, such as power outage. Active Insights incrementally updates the results as you type, helping you quickly narrow down and find the call. Even with limited information, filters in Active Insights quickly pinpoint a call.
   
10. Convenient Message Archival – The Active Insights cloud-based archiving solution reduces labor and time spent retrieving archived call and message data. It stores call data, screen capture records, message logs, and statistics in the Cloud, reducing local storage requirements and speeding the process of finding and reviewing a specific call or message.
    
11. Addressing Abandons – Abandoned calls are a concern for all call centers, so taking advantage of solutions such as Ellie helps ensure overflow calls are handled and helps reduce traffic on your system. Active Insights gives detailed information about abandoned calls and long wait times, two key factors affecting the caller experience.

While this list provides a glimpse of what’s available with Active Insights, it’s only a short preview of powerful features designed to help your call center. Enhancements are currently being developed for Active Insights. Watch for more updates – coming soon!