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...

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...

In the dynamic realm of AI and Software as a Service (SaaS), particularly for tools specialising in conversational analytics, providing comprehensive support and training to users is crucial. This is where a well-maintained Knowledge Base becomes invaluable. With a focus on e-learning, our Knowledge Base offers a centralised repository of information. This empowers users to...

Data analysis must always consider privacy needs and regulations. Customer conversations with customer service hold quite a lot of personal data. Therefore, conversation analysis options may be quite limited unless technology is used for data masking or some other method of anonymisation.   Good quality data masking has been a must-have solution for a few of...

When we discuss our priorities in Feelingstream, one thing is always clear. We obviously want to get new customers or develop the next feature. But what is always at the top of our list? Data security. Security for our customers. The data security for the customers of our customers. The security of our services. And...