AI analytics platform for contact centers
EMMA will provide you with a comprehensive overview of your contact center and help you maximize its potential.
Basic information
Key features
Omnichannel
Get a comprehensive view of the customer by connecting communication channels. Easily find context in conversations and strengthen business performance and customer experience.
Overview of the call center
Monitor the activities in the contact center. Formally, have an overview of why customers call and write. Recognize customer satisfaction.
Sales signals
Change the model of the contact center and add acquisition. Thanks to sales signals, your operators will be able to offer the right complementary products at the right time. Detect unused sales with EMMA.
Mentoring and feedback
Proactive suggestion of new topics helps identify trends and new elements that occur in the analyzed conversations. User validation of automated activities helps continuous improvement.
Online transcription and analysis
Analysis in EMMA can also take place in real time during the conversation with the customer. Let yourself be actively helped with more efficient processing of customer requests.
Scoring operators and monitoring metrics
Information from all channels is automatically analyzed by NLP tools. You no longer need to listen to calls again and search for connections yourself. The artificial intelligence will take care of it for you. You will save time.
Labels
Classification of conversations into the appropriate groups, whether by manual tagging, questions and rules, NLP, advanced AI models, or using LLM. To this end, EMMA uses Labels. You will easily find everything you need.
Openness | Security | Operation
Openness allows you to go with the times and global development. We use the latest artificial intelligence technologies and services from our partners: IBM watsonx.ai, Microsoft Azure, OpenAI GPT, Meta LLaMA, Google Gemini, SparkNLP, OpenNLP, Phonexia. EMMA can be easily connected via API – from acquiring and processing data to the UI. The platform EMMA is subject to strict security requirements. You can operate it as a cloud service or directly at your location without access to the internet.