daisee expands to add chat alongside voice for complete AI-powered contact centre QA

AI-powered QA across every call in the contact centre has been a revolution for daisee customers. With the launch of daisee Multi-channel Support, the addition of text-based chat analysis alongside voice calls closes the loop on every customer communication with your service team.

Chat has grown rapidly as an important contact point for a growing slice of business customers. Meeting users in their preferred mode of engagement has become critical to achieving a highly satisfying support experience. But chat has often been treated as a separate environment with limited integration with traditional QA workflows, opening the door to mixed results in training, compliance and customer satisfaction outcomes across your calls and your chats.

With the launch of daisee Multi-channel Support, AI-powered QA is no longer constrained to the voice channel. Now daisee customers gain the full benefit of scoring every chat session and every call to gain a complete picture of agent performance and customer satisfaction.

Just as our call scorecards offer automated AI analysis of transcripts offering detailed insights into agent performance, our new chat scorecards offer the same quality of scoring experience for chat. Talking points and agent interactions are assessed against your custom scorecards, with separate cards across each of voice and text chat to ensure any unique demands of each are appropriately reflected in your scoring process. Together, businesses can quickly advance the maturity of their chat QA programs and build consistency of expectation across the multi-channel approach.

Just one click switches your daisee Multi-channel Support view between voice and text-based chat conversations in your dashboard. Whatever your chat volume, you’ll have every conversation pulled into your QA environment for fast assessment and agent feedback.

We know many businesses see chat is on a journey to becoming the primary channel for support in many scenarios, with calls shifting to focus on the most complex and nuanced customer interactions. For those seeking to send more customers toward the chat environment, daisee Multi-channel Support ensures there will be no fear that QA effectiveness will be reduced. Achieving complete QA alignment for your contact centre across voice and text can be unified with ease alongside all the other benefits of daisee’s ability to analyse every interaction.

Get in touch to add chat to your existing daisee voice QA environment, or contact our sales team to discover how daisee will transform your contact centre by delivering QA at scale across every voice and text engagement.