Talkmap Enables Transformative CX And Operational Advancements With Solutions For Enterprises Across Multiple Industries
Solutions & Use Cases
Talkmap gives you the analysis and the resulting actionable insights you need to transform everything from CX to operational troubleshooting, to how your call center team is trained.
Key Benefits by Industry
Telecom
Banking & Financial Services
Insurance
Retail, CPG, Consumer Services
Healthcare
CX & EX Improvement
Easily & automatically add customer conversations directly into your CRM.
CRM Enhancement
Add conversation data/insights to customer profiles to enable a more informed, personalized CX/ongoing communications, etc.
CRM Enhancement:
Recommended Actions
Recommended Actions
Use conversation intelligence to drive Next Best Action (NBA).
Operational Troubleshooting
Identify & understand multiple, major CX & operational issues in seconds.
Automated Call Summaries
Automatically generate accurate, comprehensive, & consistent Call Summaries to save call wrap up.
CRM Enhancement:
Add customer insights
Add customer insights
Conversation data can be added to customer profiles to enable a more informed, personalized CX for ongoing communications, etc.
Analyze Trends & Correlations
Understand spikes in call drivers over time; set custom alerts to quickly identify & address changes/issues.
Analyze Trends by Topics or Functions of Interest
Filter & analyze conversations to understand trends, patterns & operational opportunities.
Identify Correlations between customer calls & real call drivers
More effectively equip & train agents to utilize optimal next actions.
Analyze Conversation Flows
Create “signals” to inform agents and improve agent scripts (e.g., churn risks & opportunities for retention).
Key Benefits by Industry
Telecom
Banking & Financial Services
Insurance
Retail, CPG, Consumer Services
Healthcare
Real-world Examples / Case Studies
Key KPIs impacted include.
1
Improved Customer Experience
2
Operating Cost Reductions
3
Improved Contact Center Metrics
In many cases, company contact centers realize reduction in average handle time, average after call work time, first call resolution, improved sales metrics, improved retention rates and reduced callbacks.