Conversational Intelligence Software
Elevate Customer Experiences & Agent Performance
Mine cross-channel feedback for business-changing insights with AI-driven analytics
Benefits of Our Conversation Analytics Software
Stronger Signals from More Sources
Automated Categorization, QA Scoring, & Summarization
Greater Accuracy with Customized AI Models
Targeted Hierarchical Reporting
Fastest Path to ROI
[InMoment's] generative AI-powered conversation summarization enables clients to analyze 100% of [customer] interactions, vastly improving training opportunities and identification of opportunities for CX improvement.
IDC MARKETSCAPE: WORLDWIDE CONVERSATIONAL INTELLIGENCE AND ANALYTICS, 2024
Why Brands Need Conversation Analytics More Than Ever
Your data is talking. It’s time to connect to it. InMoment’s recent research on contact center trends reveals a growing gulf between what customers expect from support channels and what contact center leaders feel they’re able to deliver.
Lagging Channel Integration
Most Customer Service teams integrate just 2-3 channels on average
Disconnected from ROI Metrics
78% of executives track churn vs. only 36% of CX leaders
Missed Data Opportunities
High-value data streams—chatbots, Slack, CRM, and social—are routinely overlooked
Multiple Barriers to Integration
Cost (45%), lack of tools (26%), and difficulty extracting insights (30%) top the list
Strong Demand for Unified AI Insights
>50% of contact center leaders are eager for tools that auto-map journeys across channels
Ineffective Self-Service Channels
81% of customers still require a brand interaction to resolve issues
Rising Customer Expectations
41% of customers expect to be contacted within 5 minutes after reporting an issue
Revenue-Impacting Implications
61% of consumers expect their issue to be resolved on first contact—or they’ll switch brands
CASE STUDY
Foot Locker Breaks Down Data Silos
- Automated categorization for streamlined data organization and better insights.
- Unified view of feedback data from different sources, simplifying analysis and understanding customer sentiment.
- Enhanced data quality by eliminating unusable or inaccessible information.
- Transparency and configurability for better understanding and quick system adaptation.
As a result of its dedication to customers, and through breaking down data silos, Foot Locker remains No. 4 on Forbes’ most engaged companies list, and enjoys an OSAT score of 84.4%—up six points since September 2018.
Read the Full Success Story
Ready to Automate Quality Assurance Scoring with Conversational Intelligence?
01
Go Beyond the Post-Call Survey
Harness the benefits of integrated signal capture, which encompasses call transcripts, chat logs, IVR data, agent case notes, and survey responses.
02
Surface and Track Emerging Issues
Award-winning AI informs teams about emerging themes, topics, and quality assurance enabling them to address them proactively across channels.
03
Predict Impact of Issue Resolution
By combining advanced analysis tools and expert guidance, prioritize actions and anticipate the business impact of improvement initiatives.
04
Empower Agents and Customers In-Channel
Proactively assist customers in their preferred channels to enhance their satisfaction and decrease contact center workload.
SURFACE & TRACK EMERGING ISSUES
Stay In-the-Know on Conversational Trends
Our award-winning NLP and AI enable teams to surface and track emerging issues in real time, keeping them current with trending conversation themes, topics, and categories. By leveraging highly customizable models, InMoment’s conversation analytics reveals the why behind each customer contact and helps brands get a nuanced understanding of sentiment—and how it changes over time.
Learn MoreGO A CLICK DEEPER WITH SECTION-LEVEL ANALYSIS
Glean Insight from Every Aspect of the Call
Users can parse conversations by speaker quickly and easily to surface customer-provided VoC insights or evaluate agent performance and identify operational issues. InMoment’s conversation analytics solution offers in-house transcription and breaks down each conversation into sections, so you can determine the flow of information and reveal how sentiment evolves throughout a customer service interaction.
Learn MoreInMoment’s AI technologies have helped the team better identify root cause and issues by unlocking the power of call and chat transcripts to see what customers are saying in their unsolicited feedback. The increased understanding leads to more call deflection and process improvement to reduce the number of calls to the customer support team.”
– Tyler Saxey, Director Customer Experience, Foot Locker
UNLOCK OPERATIONAL EFFICIENCIES
Automate Mundane Tasks, Cultivate Human Connection
Contact center leaders can leverage automated QA scoring, call categorization, and Generative AI summaries—which save agents 33% of their time by offloading call notes. By eliminating rote, manual tasks, it’s easier to keep agents focused on what matters most: delivering loyalty-inspiring service to every customer.
Best Practices for AutomationPREDICT THE IMPACT OF IMPROVEMENTS
Leverage Predictive Analytics to Align on Action-Planning
By identifying key drivers of the customer experience, users can dynamically visualize how improvements on key metrics will translate to KPIs like Customer Satisfaction, NPS, and Customer Effort Scores—and ultimately, the bottom line. By mapping performance to results, teams can quickly determine where to focus with actionable recommendations and outcome predictions to achieve quick, repeatable ROI.
Transforming the Cost Center Perception
STREAMLINE YOUR PATH TO INSIGHT
Use Widget-Level Snapshots to Get Insights at a Glance
By identifying key drivers of the customer experience, users can dynamically visualize how improvements on key metrics will translate to KPIs like Customer Satisfaction, NPS, and Customer Effort Scores—and ultimately, the bottom line. By mapping performance to results, teams can quickly determine where to focus with actionable recommendations and outcome predictions to achieve quick, repeatable ROI.
EMPOWER AGENTS & REDUCE TURNOVER
Leverage Hierarchical, Targeted Reporting
Empower leaders to unlock team potential with targeted coaching, providing agent scorecards that detail KPI performance, customizable goals, and assigned training modules. Managers can combine post-call survey feedback with call insights to coach agents toward more efficient issue-resolution strategies and tactics while daily personalized snapshot progress reports enable agents to make immediate performance adjustments.
