Real-Time Contact Center Call Coaching Software

When seconds count, Abstrakt is the best contact center call coaching solution for your team.

coaching_feedback2-contact-center-call-coaching

Agent

Recommended Responses instantly give Agent’s a higher chance of success to resolve customer issues on the first call.
Utilizing Automated Playbooks, important details to capture are never missed.
Automatically linking out to deeper documentation via Recommended Responses decreases Average Handle and Hold Times.
When the pressure is on, utilizing Real-Time Call Coaching Software ensures Phone Etiquette instantly improves.

Quality Analyst

Leveraging Post-Call Abstrakt’s, easily understand the high-level success of every call
Talk/Listen Time Ratio metrics help to validate your Agents are actively listening
Playbook completion score metrics automatically score your Agent’s level of regulatory compliance and adherence to policies.
Real-Time access to post-call transcript leaves no excuse for Agents to not input call notes.

Trainer

Playbooks allow you to easily deliver the relevant call structures and compliant talk tracks on day one.
Recommended Responses re-enforce the objection handling training previously done.
Higher success rates reduce Agent turnover, leading to more time spent optimizing current team.
Easily report on and identify non-compliant calls without ever listening to a call recording.

Team Leader

Post call Abstrakt reporting gives you Real-Time visibility into quality and compliance of your Agents
Playbook completion scores allow you to focus your coaching and monitoring with Agents that need the most help
Tracking objections, allows you to filter calls for certain types of objections.

The numbers speak for themselves

Avg % Increase in First Call Resolution

Avg % Decrease Time in Queue

Avg % Increase in Customer Satisfaction

Configurable and Live in Minutes

Abstrakt offers the fastest contact center call coaching software on the market. Our real Real-Time Call Coaching Software is powered by the latest in Natural Language Processing and AI. Agents are provided the right information, at the right time, live on the call, or demo all based upon what is being said by the prospect or customer.