In every call centre, agents balance a complex mix of tasks: understanding the customer’s problem, remembering campaign details, following scripts, and meeting compliance rules. Even the most experienced agents can miss something important under pressure. One forgotten disclosure or unmentioned offer can impact sales results and, in regulated industries, even lead to compliance breaches. This...
Sales is part science, part art, and if we’re honest, part detective work. For many sales team leads, understanding why one agent consistently hits targets while another struggles can feel like solving a puzzle with pieces missing. That’s where automated sales conversation analysis with Sales Monitoring makes all the difference. We’ve worked with teams who used...
We have implemented gen-AI-based solutions of Automatic Summary and Automatic Quality Score with our customers and can see how much impact each of them has on cost-cutting and the efficiency of daily processes within customer service. Combining them is where we can make a big change in process management. In this article, we’ll delve into...
We have been offering conversation analytics as a means to systematise quality assessment for some time now. As each company has a standard call flow, the basics of the calls are similar and query-based solutions can be built to find calls which either do or do not adhere to the call flow or its components....
As it always happens at the end of the year, we like to look back on what we have done in Feelingstream in 2024 and explore into the future with some plans and hints about 2025. Our focus is on automating insights, bringing them closer to our users and offering need-based tools with the help...
There are a variety of user personas that we have found can benefit from customer conversation analysis. There are also various titles and goals behind those personas. Today we’d like to share with you different user personas. We want to showcase how customer conversation analysis can have a wide impact for the entire company if...
Feelingstream is very proud to announce that we are the first vendor to provide a conversational AI Voicebot Agent in Scandinavia – please give a warm welcome to Voicestream! People are getting more accustomed to voice-based IVR systems when calling customer support. However, call queues may sometimes still be quite long. With Voicestream, our aim...
Companies, no matter if large or small, always strive for efficiency and one way of doing that is via customer service optimisation. With the variety of customer service channels, we understand that every conversation can be a cost and an opportunity. Optimising how we speak to our customers and where we communicate with them can...
Customer conversation analysis can hold a lot of knowledge and power. When it comes to revenue and sales growth, conversational analytics can make a significant difference by helping us understand how to sell, who to sell to, and when you need to put in effort for customer retention. Generally, in today’s world, we have two...
Reflecting on the past few years, it is evident that we have remained steadfast in our commitment to enhancing our products and services, driven by specific goals tailored to meet the evolving needs of our customers. Feelingstream’s primary focus has been serving large enterprises, addressing critical concerns such as visibility into customer conversations, tool usability,...
