Today's advanced call centre technology providers are looking to improve customer experience by moving beyond sentiment and topic analysis to realize a more nuanced understanding of their customers' intentions, expectations and needs, in order to engage them with empathy and personalization.
Receptiviti's API enables call centre data science teams to measure agent empathy, rapport, interpersonal dynamics, the quality of relationships that agents establish with customers, and uncover customer decision-making styles. Receptiviti also provides measures of prevailing cognitive state and personality in order to route customers to agents who are best fit to each customer's unique communication style and personality.
Call Centre Capabilities:
Receptiviti provides research-based call centre analytics that tie linguistic patterns and psychology to call centre success: