“TalkIQ is leading the industry in the rapidly growing area of voice analytics,” said Robert Sur, Head of Platform at Talkdesk.
San Francisco, CA (PRWEB) April 25, 2017
Today, TalkIQ announced the release of a new predictive capability within their platform: Predictive Insights. With Predictive Insights businesses can more accurately forecast sales wins and losses, Customer Satisfaction (CSAT), and customer churn by analyzing voice data from conversations with customers to surface an objective score that directly maps to the likelihood of a potential outcome. This means that CSAT scores are now measured by much more than just post call surveys (which usually only capture very happy or frustrated customers).
Additionally, TalkIQ has partnered with Talkdesk, a leading provider of cloud-based call center technology, to provide all Talkdesk customers with intelligent call summaries, pipeline health insights, predictive Customer Satisfaction (CSAT), call routing optimization, and a robust coaching platform via a seamless integration available through Talkdesk’s AppConnect marketplace, delivering value to all teams in an organization.
Improving Business Forecasting with Predictive Insights from Conversations
TalkIQ delivers the right insight at the right time to sales, success, support and marketing teams, delivered in a platform referred to as customer voice management. With Customer Voice Management, businesses have access to intelligent and accurate call summaries of every conversation they have with customers. TalkIQ’s Customer Voice Management platform enables those insights to be shared across all the teams that talk to customers as well as managers and executives, which creates a powerful ability to build even better customer relationships and drive better business outcomes.
Predictive Insights help improve forecasting for individuals and organizations by mapping sentiment and intent expressed in customer conversations, and modeling them to the likelihood of a potential outcome. For example, a sales rep now knows whether a deal is more likely to close based on the amount of positive intent, sentiment, and price inquiries expressed in a conversation. This helps the rep know where to spend their time each and every day, and what action to take to have the biggest impact. This same model is leveraged by customer success and support teams to better identify cross-sell and upsell opportunities, as well as churn.
“CRMs today are lacking perhaps the single biggest and most useful piece of information: what customers are actually saying in conversations every day,” said Bill Hoppin, EVP Sales, Marketing, and Alliances for TalkIQ. “Voice is the holy grail for customer insight and we deliver that by capturing these moments in real time, and layering on predictions and recommendations to help drive businesses forward in a platform we call customer voice management, enabling insights to be shared across all teams.”
Talkdesk Partnership: Seamless Integration with Talkdesk’s AppConnect Marketplace
Talkdesk empowers modern sales and support teams with comprehensive contact center functionality and is extending their platform by launching the new AppConnect marketplace. TalkIQ is proud to be the exclusive Customer Voice Management launch partner, offering a core set of the TalkIQ capability at no cost to Talkdesk customers along with an easy path to upgrade to the fuller set of premium features.
“TalkIQ is leading the industry in the rapidly growing area of voice analytics,” said Robert Sur, Head of Platform at Talkdesk. “TalkIQ’s Customer Voice Management capability is absolutely the right way to deliver voice analytics in a way that directly benefits customer relationships, and we are happy to have them as a launch partner for AppConnect.”
Early adopters with access to TalkIQ through AppConnect are already seeing results. "We were introduced to TalkIQ thanks to Talkdesk's new AppConnect marketplace and have been excited about the brand new insights it's already given us across all of our customer-facing teams in Sales, Service, and Support," said Henry Hayes, head of support for EventMobi. "It was easy to activate and our teams took to it right away. We're already able to analyze our customer conversations on a whole new level."
With TalkIQ’s Customer Voice Management platform, summaries can be presented in whatever way is most effective to clearly communicate the voice of the customer: organized by lead, issue, opportunity, and account. The summaries help develop effective guidance to improve outcomes, among other benefits.
TalkIQ is an AI, natural language processing, and speech recognition platform that companies use to capture customer conversations and make them accessible and useful for every person within an organization. We believe that every conversation matters, and customer voice data presents a huge opportunity for companies to better understand their customer needs (which leads to better product development, enhanced marketing messages, to more efficient sales and support processes).
We deliver these critical insights about customers to sales, marketing, account management, and support teams - in real time, as calls happen. We're able to understand the context of and sentiment within calls, and make recommendations and predictions so companies can better run their business.
We’re TalkIQ, the customer voice management company.
Talkdesk is a next-generation, cloud-based contact center software that helps deliver delightful customer service. Unlike legacy systems, Talkdesk can be quickly and easily deployed without phones, hardware or downloads. Talkdesk’s web-based interface provides robust, enterprise-level contact center functionality with advanced features, comprehensive reporting and seamless out-of-the-box integrations with 25+ business tools, including Salesforce, Zendesk, Desk.com and Slack. Talkdesk empowers contact center managers to make data-driven decisions based on comprehensive information and contact center agents to have personalized, effective conversations with customers.