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[24]7.ai

Workforce Engagement Management

Maximize agent potential and drive employee satisfaction with AI-powered tools designed for optimal contact center performance and unparalleled customer experiences.

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Empower agents and supervisors with actionable, data-driven insights from every interaction, enabling smarter decisions and peak productivity across the board.

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Take the Data-driven Path to Improving
Your Workforce

[24]7.ai's Workforce Engagement Management enables you to analyze enriched customer interaction data to understand customer intent, identify the topics your customers care about, discover and monitor their sentiment, and pinpoint areas you must improve to elevate the omnichannel customer experience.

Agent Performance Management

Access real-time metrics with Performance Dashboards to discover trends and unlock insights. Identify areas of improvement with unbiased insights into agent performance across channels and lines of business.

Conversational Intelligence

Gain actionable, relevant intelligence from all customer conversations. Gain a detailed breakdown of each interaction with 100% synchronous call/transcript playback, keyword search of transcripts, and call/agent’s screen recording, to ensure consistent, high-quality experiences for your customers.

Business-level Reporting

Generate comprehensive reports from your historical data to gain insights that inform strategic decisions at a business level.

Optimal Contact Center Performance

Workforce Management

Optimize agent forecasting and scheduling with an out-of-the-box integration with Calabrio or other WFM providers. Provide agents with well-defined schedules, and an intuitive workspace with tools and assistance, thereby reducing burnout and improving agent performance.

Generative-AI powered Smart Rating and Auto Summary

Evaluate and score agent performance in real-time, allowing agents and supervisors to identify gaps and map customized trainings as needed. Summarize conversations automatically into bite-sized notes with key details, saving agents’ time, and facilitating seamless handoffs to the next agents to ensure continuity of support.

Workplace Compliance

Utilize AI and image detection to monitor calls and screen recordings, identifying compliance breaches. Ensure secure agent workspaces with integrated risk, security, and performance monitoring for top-tier compliance management and workforce security.

Quality Assurance

Unify your QA process by analyzing all conversations from any source in our platform, regardless of vendor. Then use advanced speech and text analytics to ensure service quality, script adherence, and compliance (legal, corporate standards, etc.).

[24]7 Conversation Insights

Contact centers produce a wealth of customer data daily through conversations. [24]7 Conversation Insights puts it to work for your customers, your agents, and your operations and brand. Monitor all interactions involving your human agents and bots, wherever and however they occur. Automatically aggregate and standardize conversation data—whether it's structured or not, no matter the source or type—and obtain out-of-the-box reporting.

Filtering

Drill down into thousands or even millions of conversations based on parameters such as customer, agent, queue, duration, and more.

Full Unstructured Text Search

Search keywords and open text based on what’s unique to your business to surface relevant conversations for further analysis.

100% Call and Screen Recording

Record all written and spoken conversations and use advanced speech and text analytics to ensure service quality, and compliance.

Transcription

Transform large volumes of unstructured speech data to text via automatic speech recognition, for additional analysis.

Synchronous Call/Transcript Playback

Securely store and index every conversation for a customizable retention period. Conversations are searchable and available for playback.

Real time Metric computation

Go beyond standard agent performance metrics by analyzing every conversation to learn what top agents are doing that the outliers are not. Equip supervisors with insights that guide personalized, real-time coaching for every agent in every situation.

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Impact Stories

The best part of our solutions is seeing how they translate in the real world. Our commitment to CX has earned the trust of our clients worldwide resulting in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.

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+3%

Sales Lift

Achieving $1.8 Million Incremental Revenue: PepsiCo’s Success with [24]7 Target

$1.3M

Annually Savings

Sportswear Brand Saves $1.3M Annually with [24]7.ai’s Digital CX Solutions

+3%

Sales Lift

Achieving $1.8 Million Incremental Revenue: PepsiCo’s Success with [24]7 Target

$1.3M

Annually Savings

Sportswear Brand Saves $1.3M Annually with [24]7.ai’s Digital CX Solutions

Resources

Datasheet

[24]7 Conversation Insights

Turn every customer conversation into intelligence to drive better outcomes for customers, agents, and businesses.

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Datasheet

[24]7 Assist

Enhance CX with agent-productivity tools purpose-built by agents.
 

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Analyst Report

Opus Research’s 2024 Conversational Intelligence Intelliview Report

[24]7.ai recognized as a leading solution provider that employs Conversational Intelligence

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