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FocalPoints.ai is your employee development platform with an arsenal of tools, including Interaction Analytics, AI insights, and streamlined QA processes, designed to cut operational costs and elevate agent performance. Reshape your training strategies, deliver top-notch customer experiences, and supercharge your team's success.
Overview
FocalPoints.ai isn't just a tool; it's your partner in optimizing your operations. Think of it as a high-tech coach for your team, offering super-smart advice to ensure they consistently deliver top-notch performance.
Our platform combines the powers of Interaction Analytics andAI-driven insights. It gives you real-time visibility into every customer interaction - it's like magic! It not only automates your Quality Assurance (QA) processes but also reduces operational costs, ensuring every customer interaction is consistently of the highest quality.
With FocalPoints.ai, you get all of this and more. It's a game-changer for helping your team become even better, whether it's throughtraining,coaching, or just being awesome at what they do. It's like waving goodbye to all your old problems and saying hello to a smart, efficient solution.
But here's the best part - FocalPoints.ai is super friendly with Amazon Connect, so if you're using Amazon Connect and finding it tricky or expensive to set up your Interaction Analytics, we've got you covered. We're like the dream team that makes everything easier, cheaper, and better.
So, why struggle when you can have FocalPoints.ai and Amazon Connect to make your work life smoother and your customers happier? It's time to make your operations shine!
Highlights
- FocalPoints.ai leverages state-of-the-art artificial intelligence to analyze and understand customer-agent interactions through calls. Its AI engine processes massive datasets to extract valuable insights, trends, and patterns, providing a deeper understanding of customer interactions.
- If you rely on manual QA or find spreadsheets a headache, FocalPoints.ai offers a solution. Our platform introduces both Human QA with diverse scorecards and AutoQA. By utilizing machine learning, we accurately identify and score crucial elements in customer interactions. This ensures consistent quality assessments while significantly reducing operational costs.
- FocalPoints.ai employs a specialized pipeline for call interactions. This pipeline efficiently tags and categorizes vital skill metrics like empathy, agent introduction, and more. By capturing these nuances, FocalPoints offers a comprehensive assessment of agent performance, enabling targeted coaching and training to elevate the quality of customer interactions.
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Deployed on AWS
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