Analytics (offline with AQM)

Knovvu Analytics monitors all your customer interactions and provides a full, holistic view of customer behavior and feedback. The platform collects data from a variety of channels, such as phone calls, social media or internet communication, and provides contact centers insights to measure customer experience.

Knovvu Analytics accurately transcribes and analyzes thousands of voice- and text-based interactions, and identifies trends, categories, emotions, sentiments, and root causes. The high number of acoustic parameters (agent tension, gender, monotony, interruption count, block ratio, hesitation, silence duration, customer-agent speech duration) and supported languages ensure high analysis capability. Equipped with advanced quality management tools, Knovvu Analytics enables supervisors to evaluate and maximize agent performance with tangible feedback. The solution provides critical insights to understand customers better and respond in real-time.