Ask most contact center managers and supervisors what process they enjoy the least, and chances are good many of them would pick employee evaluation. Listening to calls and reading emails, SMS and web chat is a cumbersome process that takes up a lot of time.
Scorebuddy is call center quality assurance solution for that makes it easier to score customer service calls, emails and web chat. The cloud-based solution was designed to streamline call center QA evaluations across all interaction types, using custom filters to create lists for scoring and assignment. The goal is to shorten a time-consuming process and make it easier for managers to conduct quality checks.
Last week, Dublin, Ireland-based Scorebuddy announced that it has acquired CxMoments, a fully integrated text analytics solution that uses artificial intelligence (AI) and machine learning to mine text data and customer conversations and deliver critical, data-driven insights and exposing the reasons why customers are contacting a company. The capabilities of CxMoments will join Scorebuddy’s contact center quality and learning solutions platform.
Combining the power of AI and machine learning and applying it to customer conversations allows quality teams to extend their coverage to 100 percent of interactions and let the system intelligently select customer interactions for evaluation by the quality team, said the companies. Using AI and machine learning, companies can better understand why their customers are contacting them and how they feel about their interaction. Organizations can also better understand what issues are occupying their agents’ time and which topics matter to their customers, and discover the volume and trend of customers’ queries and problems.
"Joining forces with Scorebuddy provides a great opportunity for CxMoments and its customers to enhance the reach and benefits of AI Text Analytics,” said Emmanuel Doubinsky, CEO of CxMoments, in a statement. "Combined with Scorebuddy's leading Quality Management platform, CxMoments AI becomes the engine that will streamline and automate QA support for contact centers."