Awaken is now Creovai!
Built by people with extensive experience working in and leading contact centers, Creovai is the leading provider of conversation intelligence and real-time agent guidance software that is designed to improve both the customer and agent experience.
Deeply integrated within 8x8’s CCaaS platform, our intelligence suite intuitively listens to what customers are saying in real time, understands their sentiment and intent, and gives all the needed information to take positive action: be that guiding agents, fixing broken processes, or making faster decisions.
Benefits
- Reduce agent training time: Cut your onboarding time in half. Get agents customer-ready faster by giving them one simple interface and ensuring they have instant access to the data and knowledge base information they need.
- Improve agent retention: Reduce agent stress with real-time guidance and help agents improve with insight-based coaching. Empower your agents to resolve customer issues efficiently and reduce your contact center’s attrition rate.
- Reduce contact center costs: Analyze your customer conversations for your biggest cost drivers, including causes of long handle times, transfers, and repeat contacts. Tackle these root causes, equip agents with the coaching and workflows they need to resolve issues on the first contact, and reduce operational costs.
- Save time on manual QA while improving coaching: Reduce manual QA time by up to 80%. Automatically review consistent, objective criteria across every interaction and increase your supervisors’ bandwidth for strategic, data-driven coaching sessions.
- Increase customer satisfaction: Listen to your customers to identify their needs and guide your agents to a successful outcome. After the interaction, get insights into customer satisfaction, sentiment, and effort. Pinpoint your biggest opportunities to improve the customer experience and increase your average customer lifetime value.
