Customer interaction analytics creates a new way of closing deals, sales coaching and gaining business results for your company. It is smart to use scripts for helping Agents to not forget anything or ensure they follow the call flow. Call scripts are necessary, however… When you look at large call centers, then you usually see...

Lately, we have been developing our own Finnish speech-to-text model and now it’s ready! We’ve designed the Finnish speech-to-text model to help large companies detect business-critical patterns from existing phone calls, such as sales leads, quality leaks, unhappy and leaving customers. Analysing phone calls helps sales managers to find new sales leads (upsell and win-back leads) from...

Chat or chatbot is becoming an increasingly important communication tool between a company and a customer. Emails are more old-fashioned and people don’t have the patience to wait in long call queues. Those customer service channels do have their place as well, but chat is the new hot option. With chatbots, customers can get the...

Would you be happy when you call the customer service of a company and the agent would greet you by your name? If the customer service representative would know your history and could assist you quickly? Do you want companies to send you personalised offers based on your past with them? Of course! Service personalisation...

Do you want to get a tailor-made marketing message from your service provider? Do you enjoy fast package delivery? Would you expect to get an offer exactly when you are looking for utility service or regular grocery shopping? Sure you do! Feelingstream conducted a survey last week in the Level 11 event for innovation leaders...