Intermedia Cloud Communications Advances Contact Center Agent Performance with Introduction of AI Agent Evaluator

Latest AI-powered addition to Intermedia Contact Center enables supervisors to more quickly identify critical customer interaction insights, improving agent performance and customer experience outcomes

Intermedia Cloud Communications, a global leader in AI-powered cloud communications and collaboration solutions to businesses and the partners that serve them, today announced an update to its AI Agent Evaluator™ for Intermedia’s award-winning, omni-channel (voice, chat, SMS, WhatsApp, email) Contact Center solution. By providing supervisors with detailed insights and workflow automation for recorded calls, AI Agent Evaluator is designed to help deliver more efficient, meaningful, and impactful feedback to contact center agents and contribute to a more responsive and effective customer service environment.

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Unlocking Superior Customer Experiences with AI

Supervisors play a crucial role in maintaining high standards by providing timely and constructive feedback to agents. However, the traditional review process is often time-consuming and prone to oversights, as supervisors randomly sift through numerous recordings or transcripts looking for areas to suggest improvement or reinforce good practices. Intermedia’s AI Agent Evaluator changes the game by streamlining and enriching this process, helping to ensure that critical details are not overlooked, and supervisors focus their time and attention where it’s needed most, with the goal of always improving the customer’s experience.

“Intermedia continues to strive to set a high bar in the contact center industry with its latest AI Agent Evaluator release. This new tool aims to address the perennial challenge of agent performance evaluation by leveraging advancements in AI to provide supervisors with actionable insights,” said Jim Lundy, CEO, Founder & Lead Analyst at Aragon Research. “As AI technology advances, tools like the AI Agent Evaluator will increasingly be used for driving efficiency and better experiences in customer service environments.”

Transformative Benefits of AI Agent Evaluator
Powered by Intermedia SPARK AI™, Intermedia’s cutting-edge technology that is embedded across all of the company’s communications, collaboration, and contact center platforms, AI Agent Evaluator offers a series of powerful benefits, including:

• Sentiment Analysis with Granular Insights: Supervisors can now track how customer and agent sentiment evolves throughout the conversation, pinpointing moments where sentiment shifts, such as when a customer moves from frustration to satisfaction. This improves supervisor coaching by helping them identify what triggered positive or negative reactions.
• Automated Call Tagging and Topic Identification: Key phrases and topics are automatically highlighted within transcripts, allowing supervisors to quickly identify areas of interest or concern without manually searching through the text. This time-saving feature streamlines their evaluation processes, by focusing on agent performance related to the most important items for their business.
• Detailed Agent Behavior Metrics: By analyzing speaking patterns, including talk-to-listen ratios and words per minute, supervisors gain a deeper understanding of agent engagement and effectiveness. This gives supervisors more coaching opportunities beyond what the transcript content provides.

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“AI is revolutionizing the contact center industry by enhancing customer experience, optimizing agent supervision and call handling, automating routine tasks, and providing responsive support and predictive analytics,” said Irina Shamkova, Chief Product Officer at Intermedia. “With the latest update to our AI Agent Evaluator, we are empowering supervisors to deliver precise and impactful feedback more rapidly, enhancing agent performance and driving exceptional customer experiences. As AI continues to evolve, it promises to bring unprecedented levels of personalization and efficiency to customer service, setting new standards for the industry. At Intermedia, we are dedicated to leading this transformation and enhancing our solutions to meet the ever-changing needs of our customers and partners.”

AI Agent Evaluator is just the latest addition to the suite of Intermedia SPARK AI-powered features found within Intermedia Contact Center, joining AI Call & Voicemail Transcription, AI Sentiment Analysis, AI Interaction Summary, AI Transcription Redaction, AI Chatbot, and more.

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