When planned campaigns meet live conversations Most companies know which campaigns they plan to run, which customers they want to reach, and which offers should be presented. Many run these campaigns through email or social channels, and those are not the focus here. In contact centres, campaigns are different. But without real-time agent guidance for...
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...
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...
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...
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...
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...
The world is becoming more data and technology-focused with each passing year. The pace at which we’re moving in collecting data, using data, and developing AI models – is intense. Data security is key when moving to new technologies and ways of using the data. Companies have already been getting used to GDPR and...
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...
