Notes on conversation intelligence — 2025

8 posts

16 December 2025/Terje Ennomäe

Real-time guidance for contact centre sales

The offer is often missed on the call, not in the plan. See how real-time agent guidance helps teams time upsell and cross-sell offers naturally.

21 November 2025/Terje Ennomäe

Real-time support: how Agent Assist helps every call

Agent Assist gives contact centre teams real-time support — campaign nudges, compliance reminders and upsell prompts — during the call, not after.

3 June 2025/Terje Ennomäe

Sales monitoring: what it is and why it works

Automated sales conversation analysis evaluates every sales call, not a few. Spot winning arguments, coach with confidence and capture more leads.

17 April 2025/Terje Ennomäe

Process management with AI-scored calls

Combine automatic summaries and quality scores to see why calls happen, why issues go unresolved, and where to fix processes to raise FCR.

9 April 2025/Terje Ennomäe

Change management powered by conversation data

Most everyday management decisions still rely on gut feel. See how conversation data turns daily calls, chats and emails into confident change.

14 March 2025/Terje Ennomäe

Automatic QA case study: a Nordic telecom

How a leading Nordic telecom moved from reviewing under 1% of calls to scoring 100% — cutting QA time and cost while lifting resolution and NPS.

19 February 2025/Lauri Ilison

Automatic quality scoring with generative AI

How LLM-based automatic quality scoring evaluates 100% of calls across five key aspects — on anonymised data — to streamline coaching and QA.

12 February 2025/Terje Ennomäe

Benefits of automatic quality scoring in service

Automatic quality scoring reviews every conversation for scalable, consistent, unbiased evaluation — freeing coaches to focus on targeted training.