TCH23 - Extracting Data from Voice Recognition to Disrupt Care

Authenticx built a platform to get to the heart of why patients are reaching out to customer service call centers, and brings to the surface real-time trends across all customer interactions. After just two months using the platform, a national hospital system surfaced the need for agent empathy training, identified the agents who needed it, and in turn, increased empathy scores by an average of 5 points. See how they gain a comprehensive view of performance. Authenticx uses existing telephony platforms and know how each contact center is performing. Reduces unnecessary calls to determine what to fix. Helps organizations learn why people are reaching out, obtaining real-time results. Increases insights for organizations. Uses conversational data to hear every customer’s voice and surface critical insights. Authenticx founder Amy Brown, was the COO of a global medical insurance company and knew that her operations team had an opportunity to be a transformational insights center for their organization. Today, Authenticx brings together every customer’s voice so you can access ongoing quality and customer experience insights. Go to BeAuthenticx.com to learn more. Learn more about your ad choices. Visit megaphone.fm/adchoices