Analytics - Khomp - Enabling Cloud Communications

With a minimal amount of unproductive calls for agents, an extremely low rate of false positives, and rapid identification and immediate action to avoid charges for unwanted calls, we have achieved excellence in performance. Now in its third generation, the call classification system incorporates advanced artificial intelligence techniques combined with Khomp’s 15 years of expertise, making its performance unbeatable and a market reference. The Analytics solution is available via subscription, as a module within the MANAGER ONE package or as a standalone solution, ANALYTICS EXPRESS.

Machine Learning

To achieve excellence in call classification, the main challenge to overcome is the wide variety of carriers available and the constant changes in their user messaging patterns. To address this issue, Khomp applied machine learning techniques that make the algorithm evolution process a simple and routine task.
World Class

By implementing AI algorithms, Khomp successfully expanded Analytics to over 40 countries, establishing it as an international reference. Large contact centers worldwide enhance their operations with its assistance and evolve the algorithm by training their teams in their native languages, ensuring it stays up-to-date and high-performing.

NOT A SINGLE CALL WASTED

AS REGULATORY AUTHORITIES PRESS FOR REDUCING THE INCONVENIENCE TO USERS FROM CONTACT CENTER CALLS, IT IS MORE CRUCIAL NOT TO WASTE PRODUCTIVE CALLS THAN TO SIMPLY DISCARD UNPRODUCTIVE ONES.

Using the most precise algorithm in the market, Analytics nearly eliminates unproductive calls in the operation while also delivering the best detection of productive calls, preventing wasted effort in the operation.

Assisted training

Through the Insight! module, the user can start a new AI training cycle to adjust the tool to changes in messages or new telephone audio patterns.

The entire process is automated until the point at which user intervention is required, involving listening to some audio and performing manual classifications. From that point on, the tool adapts and learns the new characteristics without the need to interrupt the operation.

Analysis of Agents' Reaction Time

The platform allows you to monitor the reaction time of agents when answering calls, enabling you to identify the interval during which the customer waited on the call before interacting with one of the agents.

In addition to the aforementioned analyses, the platform also provides information on productive calls that were left unanswered or in which only noise was detected, without any interaction.

This makes it easy and quick to isolate evidence of unanswered calls or interactions that took longer than usual to start. This allows you to quickly identify exceptional cases in the operation, providing a more in-depth and targeted analysis.

Real-time reporting

Also through the Insight! module, the system allows real-time monitoring of call traffic, patterns and classifications performed, providing a view of the solution’s performance and also the response time of agents in productive calls.

Personalized Actions

The call classification system categorizes productive and unproductive calls in real time, disconnecting unproductive calls as quickly as possible to mitigate charges, helping to improve productivity, optimize agents’ time, and provide a more efficient experience for both operators and call recipients. Additionally, by detecting specific messages, the system can be configured to take different actions, such as leaving a voicemail message, for example.

Benefits of Call Classification

Lower telephony costs by reducing spending on unproductive calls.
Agent time optimization, decreasing idle time between calls and reducing the time agents are occupied with unproductive calls.
Increase in the number of productive calls: with the lowest false-positive error rate, no productive call is lost.
Lower dialing effort, identifying invalid numbers not only through signaling, which is often incorrect, but also by analyzing audio messages from carriers.

SaaS

Legacy Connectivity

Gateways and appliances

Appliances

Gateways

UMG Line

KMG Line

Serviços

Managed Services

Training

Adaptable SLA

Professional Services

Machine Learning

World Class

NOT A SINGLE CALL WASTED

Assisted training

Analysis of Agents' Reaction Time

Real-time reporting

Personalized Actions

Benefits of Call Classification

Resources

Vídeos

SaaS

Legacy Connectivity

Gateways and appliances

Appliances

Gateways

UMG Line

KMG Line

Serviços

Managed Services

Training

Adaptable SLA

Professional Services

Machine Learning

World Class

NOT A SINGLE CALL WASTED

Assisted training

Analysis of Agents' Reaction Time

Real-time reporting

Personalized Actions

Benefits of Call Classification

Resources

Vídeos

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