Call intelligence platform
Use AI Conversation Expert (ACE) conversation intelligence platform to gain AI-driven insights from customer calls and interactions.. Maximize the power of your customer data to drive business growth.
Choosing the right call intelligence platform can transform your business. It leverages AI to analyze customer conversations in depth, unearthing actionable insights that other tools miss.
RingCentral ACE is an AI-powered call intelligence platform that delivers consistent, real-time feedback that helps employees at every level of your organization. From sales and marketing teams to customer support agents and leaders making crucial strategic decisions, everyone can benefit when you roll out ACE across your business.
What is call intelligence?
Call intelligence is the process of collecting, analyzing, and responding to information sourced from your business’s phone calls and interactions.
The term is often referred to as conversation intelligence, as customer interactions now occur across multiple channels beyond just phone calls. It includes non-voice channels, such as chat, SMS, and social media.
Your interactions with customers, prospects, and leads can be a treasure trove of data.
What is call intelligence software?
A call intelligence platform is software that monitors and analyzes conversations to extract useful insights and unlock the value of your interactions.
If your business regularly receives hundreds or thousands of calls, it’s all too easy to miss important trends and signals from your customers and prospects. A call intelligence platform automatically analyzes all these calls at scale.
These solutions utilize artificial intelligence, machine learning, and sophisticated speech analytics to track sentiment and identify recurring patterns.
For instance, call intelligence software can gauge the mood of a caller using sentiment analysis, providing important information about churn risk. If there’s danger of losing a caller’s business, the call intelligence tool alerts the support representative, who can then act quickly to encourage them to stay by offering a generous deal.
The top call intelligence platforms provide businesses with all the tools they need to collect, analyze, and act on vital customer data across a wide range of business operations.
Key features of call intelligence platforms
The best call intelligence platforms generate actionable insights for your team. Here are the key features of a call intelligence platform and their impact on operational effectiveness
Call recording
Call recording is essential for accurate record-keeping and staff training. A centralized repository of call recordings is useful when disputes arise—your team can access the recording and resolve the issue quickly. Call recording also helps your company remain compliant with relevant regulations, serving as an audit trail when necessary.
AI transcription and summaries
AI-powered call intelligence solutions provide AI transcription functionality, converting spoken words into searchable text.
They also provide conversation summaries that keep the most important points front of mind. These include key insights or next steps, streamlining workflows and eliminating the need to review entire conversations to find vital information.
Sentiment analysis
Sentiment analysis utilizes natural language processing to detect a speaker's emotional state and its evolution throughout the conversation. The reporting divides sentiment into three categories: positive, neutral, or negative.
ACE also goes beyond basic sentiment scoring to analyze talk speed, interruptions, the longest monologue, filler words, and other conversational patterns, providing deeper insights into call dynamics.
The system feeds this information to the agent, who can adapt their tone or strategy to suit the caller's state of mind.
AI coaching
AI coaching provides feedback to agents, along with suggestions for how to continue the conversation.
For example, an AI sales coaching tool can consider conversational context and suggest to an agent that there may be a good chance of success if, in similar situations, they try to upsell to the customer they're talking to.
Acting on these opportunities can have a significant positive impact on your sales figures over time.
Automated customer satisfaction scoring
Call intelligence tools collect extensive data, making it simple to assign a customer satisfaction (CSAT) score to each interaction. ACE does this by measuring the call against predefined criteria such as sentiment or communication effectiveness.
ACE can also analyze survey questions and recommend optimized versions, ensuring assessments follow best practices. This results in more reliable data collection and reduces bias in the scoring system, giving your team confidence in the accuracy of the scores.
CRM integration
ACE integrates seamlessly with popular CRM systems, including Salesforce, HubSpot, and Zoho. ACE consolidates data from various communication channels—voice calls, video calls, and contact center interactions—making it easier to aggregate and analyze data for improved decision-making. As your agents handle calls, they can reference customer history and preferences to provide personalized service.
Benefits of using a call intelligence platform
When you roll out a call intelligence tool, it impacts multiple areas of your business. Here are the call intelligence platform benefits you'll gain when you incorporate it into your tech stack:
Making the most of data
Data is the lifeblood of modern business, but not all organizations use the data they have to its full potential. Companies may be slow to recognize emerging customer pain points if they rely entirely on traditional customer feedback mechanisms.
With AI-driven call intelligence, the tool identifies the words and themes that recur in customer conversations, revealing the most pressing issues quickly. This gives you the chance to address customer frustrations before they escalate into systemic problems.
Improving processes using actionable insights
Actionable insights like this drive efficiencies across all your business processes. For sales and marketing teams, they play a role in refining messaging to suit customer needs. Call intelligence helps streamline sales cycles by identifying common roadblocks to deal completion.
Customer service teams can also leverage features like feedback and automated suggestions to deliver more effective service.
Broader business impact
When you implement a call intelligence solution, it creates a ripple effect of efficiencies across your organization.
Leadership has access to insights that come directly from the customer. This enables them to make informed, strategic decisions with confidence.
Employee engagement increases because the automation of mundane, repetitive tasks frees them to focus on more meaningful work.
With the breaking down of data silos, all departments have access to crucial information, which improves cross-team collaboration and can lead to cost savings over time.
Call intelligence platform uses cases
Here are specific uses of call intelligence platform tools as they relate to particular areas of business.
Call intelligence for sales teams
AI call intelligence helps sales teams score leads more effectively based on customer intent and sentiments expressed during phone calls. Analyzing call summaries provides valuable insights into which pitches and talking points resonate most effectively with customers. This enables managers to adjust and fine-tune sales call scripts.
Call intelligence for customer support
Call intelligence software is designed to analyze customer interactions, so there are multiple applications for this tool in customer support. These include automated quality assurance, agent assistance, and the generation of advanced customer insights.
Call intelligence for staff onboarding and training
You can get new agents up and running much faster by giving them real, successful call recordings to train with. Between this and the availability of AI-based suggestions, the call intelligence platform reduces the amount of time it takes for new hires to become proficient in their roles. Its ability to give tailored feedback is also useful for developing customized training programs for more experienced team members.