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Communication Monitoring

Voice and Text Analytics for customer experience and quality assurance.

  • Cognitive View
  • Third Party
  • Date of last update: 05/12/2022
  • Docs
Type
  • Service
Provider
  • Cognitive View
Updated on
  • 05/12/2022
Category
  • AI / Machine Learning
  • Analytics
  • Integration
Compliance
  • IAM-enabled
Related links
  • Docs
  • Terms
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Disclaimer

This third-party product is provided by a vendor outside of IBM and is subject to a separate agreement between you and the third-party, if you accept their terms. IBM is not responsible for the product and makes no privacy, security, performance, support, or other commitments regarding the product.

Pricing plans

PlanFeaturesPricing

Type
  • Service
Provider
  • Cognitive View
Updated on
  • 05/12/2022
Category
  • AI / Machine Learning
  • Analytics
  • Integration
Compliance
  • IAM-enabled
Related links
  • Docs
  • Terms

Summary

Cognitive View monitors communication channels to automate quality and customer experience. In addition, it provides the necessary tools to create a customer-centric culture and reduce operational risk.

Voice & Text Analytics

  • Supports a variety of data sources, including text and voice
  • Contact center analytics
  • Open API & Integration with hundreds of 3rd party systems, including CRM

Customer Experience Analytics

  • Improve revenue by uncovering hidden insights from customer conversations
  • Sentiment & tone analysis
  • Predict customer concern & churn

Quality Assurance

  • Contact center analytics to ensure staff meets quality requirements
  • Automate the supervision process for workforce monitoring

In addition, Cognitive View offers custom pricing for advanced modules like compliance, conduct risk, and video analytics which is not mentioned here. Please connect with mailto:sales@cognitiveview.com to discuss your requirements.

Support Information:

Customers can submit issues directly to our support team from our website: https://help.cognitiveview.com (24/7/365). The site allows customer to submit an issue report or leave a message through the chat support. Please include as much detail as possible on the issue. Online support is available during standard business hours (M-F 10:30 AM -9 PM AEST). Off-hours support is finite and responses may be delayed.

To submit additional information, include attachments/screenshots, or escalate an urgent issue, please e-mail us at support@cognitiveview.com.

A member of our team will respond immediately upon receipt. For further information please visit: https://help.cognitiveview.com/hc/en-us/articles/360053544894-Cognitive-View-Application-Support-Services.

Features

Voice & Text Analytics

Customer & employee communication channel monitoring

Customer experience improvement

Communication monitoring to support quality assurance which includes Sentiment & tone analysis, Customer satisfaction with CSAT score, and First call resolution.

Sales improvement

Sales improvement in terms of improved agent performance to increase sales, script adherence & quality assurance by understanding call drivers to focus on things that matter to customers.

Event Analytics

Focus sentinel

Event Analytics

Focus sentinel

Getting support

No support information is provided for this product.

Summary

Communication Monitoring

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