Broadvoice | GoContact, a global leader in customer experience technology, has launched Post-Call AI, an advanced artificial intelligence feature designed to enhance its GoContact CCaaS platform. This cutting-edge solution leverages AI-driven sentiment analysis, detailed call summaries, and data-rich transcripts to provide actionable insights, helping businesses streamline operations and boost customer satisfaction.
“In today’s fast-paced world, understanding what happens during every call is key to improving service quality and customer experience,” said Tatiana Lopes, Vice President of Product at Broadvoice. “With strategic insights into each conversation, our Post-Call AI ensures every call adds value.”
Key Advantages of Post-Call AI:
- Optimized Operational Efficiency – Reduce manual workloads for QA teams, auditors, and managers through automated post-call summaries and quality assurance tools.
- Enhanced Customer Experience – Identify and address service gaps with sentiment analysis, multilingual call summaries, and AI-powered transcriptions.
- Accelerated Agent Training – Evaluate agent performance using call insights to support consistent, fair assessments and targeted development programs.
- Centralized Data Insights – Capture essential call information in real-time without switching between multiple tools, enabling businesses to uncover trends and new opportunities effortlessly.
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GoContact is a next-generation, cloud-native contact center platform that integrates AI, workforce management (WFM), advanced analytics, and other modern computing technologies into a seamless omnichannel solution. By unifying customer interactions and providing real-time access to analytics, GoContact helps businesses optimize both customer and agent experiences.
Broadvoice remains committed to transforming customer engagement by offering an intuitive, AI-driven omnichannel communication platform. By integrating voice, video, messaging, and intelligent automation, Broadvoice empowers businesses to proactively address customer needs, fostering stronger relationships, increased satisfaction, and long-term brand loyalty.