InMoment for Contact Center Leaders
Conversational Intelligence & Analytics for Contact Center Leaders
Reduce Costs, Boost Efficiency, and Improve Customer Satisfaction by Understanding Why Customers Contact You
Start Improving Contact Center Performance Today!
Our Customers
Leading Telecommunications Provider Sees 20% Decrease in Average Handling Time
- 20% improvement in call handling times
- 25% increase in first-call resolution rates
- 15% increase in Customer Satisfaction
Fortune 100 Global Retailer Harnesses 35M Interaction Records
- 40+ data sources from calls to social to post-call surveys
- 35M annual customer responses from every channel
- 67% increase in Customer Satisfaction
Business and Consumer Services Firm Increases First Call Resolution by 7%
- +400% increase in feedback engagement
- +7% improvement to first call resolution rate
- 5-8 seconds saved per call across 12 contact centers
Maximize ROI by Unlocking Actionable Insights from Every Caller Interaction
With InMoment’s Conversational Intelligence solution, you can equip your agents and service representatives with the tools they need to better understand—and serve—your customers.
Stronger Signals
Richer Insights
Smarter Actions
Conversational Intelligence
Turn Your Contact Center Into a Profit Center
Customers reach out because they value your brand. The right technology helps you listen, respond, and turn interactions into growth opportunities.
Connect Your Teams to Multichannel Customer Conversations
Get all the context leading to high call volumes. Gather customer signals beyond post-call surveys and understand call transcripts, chat logs, IVR data, and agent case notes in one unified platform.
Transcribe and Discover Hidden Insights in Your Audio Files
We know audio files have been tough (and expensive!) to turn into meaningful insight. InMoment transcribes, parses, and applies natural language processing to make sense of every interaction—with higher accuracy, and a lower cost than your current solution.
Receive Automated Insights to Prioritize Improvements
Bolstered by leading NLP and AI, uncover deeper meaning from your unstructured data. Identify entities, themes, brand topics, intent, effort, emotion, language, and more—so you can track emerging issues, trending conversations, and contact center performance in seconds.
Less Admin and Note Taking. More Action and Resolution.
Reduce Average Handle Time and Boost First Call Resolution with AI-generated insights that save agents a third of their day by automating call notes, and identifying opportunities to speed up call time and resolve issues the first time.
It’s Not AI or Humans, it’s AI for Humans
Award-winning AI, Fine-tuned by Human Expertise
With InMoment, you get more than a best-in-class platform and market-leading unstructured analytics abilities; you also get access to CX services, such as market research projects, executive-level insights, and recommendations based on your business objectives.
AI You Can Trust, and Explain
You’ve heard all the AI promises. We believe AI needs to be grounded in precise NLP to not just explain data, but also predict and validate insights.
Tailored AI & Natural Language Processing For Your Brand
We have 100s of models for you to choose from out-of-the-box, but we never stop at the industry standard. Our experts work with you to make sure your AI and NLP models are the most accurate, reliable, and explainable for your business.
Strategic Services To Help You Evolve Your
With robust professional services InMoment equips contact center leaders with the intelligence needed to confidently make decisions that align with business goals and customer needs.
Use Cases
Transform Every Conversation into a Catalyst for Customer and Agent Loyalty
Leveraging the power of advanced NLP and AI, gain actionable insights from analyzing entities, themes, and brand topics. With unified cross-channel reporting, we highlight common themes and recurring issues for you so you can prioritize actions where they’ll have the most impact.
Empower Agents and Reduce Turnover
Break down each conversation into speakers to see what makes a customer tick, and how to improve service delivery, all at the click of a button—so you can launch initiatives that keep your top-performing agents engaged and happy.
Reduce Agent Training Time
Scorecards and AI-generated snapshot reports give agents the ability to self coach, make immediate adjustments, and reduce training team and resourcing needs.
Retain and Grow Your CustomersPreempt Call Volume Increases
Nip volume spikes in the bud by gaining a holistic view of customer issues from every channel, and share insights with your counterparts in product, marketing, services and more.
Reduce Cost to Serve
Automate Quality Assurance at Scale
Stop manually reviewing every single call. With InMoment, Quality Assurance can be automated at the individual call or aggregate level so you can focus on solving quality issues, and not searching for them.
Reduce Cost to ServePredict the Impact of Improvements
Identify drivers of customer experience, and see how proposed improvements translate to CSAT, NPS, Effort—and of course, the bottom line.
Supercharge Sales Campaigns
Give your service and sales representatives the intelligence needed to convert campaigns into revenue, making your call center more profitable.
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