Workforce Engagement Management
Improve agent autonomy and efficiency with intelligent agent assignments. Foster employee engagement and reduce attrition with an integrated gamification platform.
Leverage Your Human Capital
The Prosodica Marketplace lets real people identify and choose the calls they’re most qualified for and ready to support, resulting in higher job satisfaction, more engagerd agents, and happier customers.
An engaged workforce creates the kind of conversations that are at once more efficient, more effective, and more satisfying.
Gamified incentives and progressive challenges encourage agents to make appropriate choices and ensure that customers get rapid responses to their requests.
Intelligent agent assignment
Optimize the assignment of knowledge work based on choice.
An intelligent conversational bot first classifies the nature, complexity, and urgency of each customer need. From there, qualified agents choose their call and prepare for each interaction before connecting with the customer.
Integrated gamification platform
Encourage agent autonomy and engagement using incentives and progressive challenges.
Giving agents greater autonomy over not just how they work, but what they work on starts every conversation off in a better place with a ready, willing, and able agent.
Continuous soft skill development
Allow agents to forge their own paths to mastery through performance tracking.
Prosodica Marketplace classifies calls into different categories. Skill-based incentives and performance tracking encourage agents to continuously develop the soft skills needed to reach new levels in these categories.
Promote engaging conversations with real-time behavioral coaching. Develop agent skills with continual feedback, progress tracking, improvement-based challenges, and achievement awards.
Create Engaging Conversations
The Prosodica Advisor provides agents with tools to help them read the non-verbal signals that callers make so they can create more natural, authentic, and engaging conversational experiences.
Objective and frequent feedback is the key to performance improvement. The Prosodica Advisor breaks the quality assurance paradigm by providing actionable performance feedback directly to agents during and at the end of every single call.
It's powered by a real-time machine learning algorithm that continuously measures the systematics of a conversation and the prosodic characteristics of each speaker to rate the quality of every interaction, providing visual cues to the agent to guide behaviors towards more successful call outcomes.
Real-time Behavioral Coaching
Promote a more positive and engaging conversational experience that delights customers.
Prosodica notifies representatives when negative emotions surface or engagement wanes so that they can steer the call back on track before it gets out of hand.
Performance Feedback For Every Call
Develop conversational soft skills with every call and watch employee performance soar to new heights.
Prosodica measures engagement, distress, comprehension, interruptions, and balance to provide representatives with a per-call and historical breakdown of their performance.
progress tracking, improvement-based challenges, and achievement awards
Reward skills development and accomplishments to foster stronger teams.
Prosodica motivates performance using a system of challenges, achievements, rewards, skill progression, and leaderboards.
Predictive Analytics & Reporting
Uncover insights and anomalies with strategic visualizations and tactical dashboards. Reduce operating costs and improve quality with unbiased ratings of every call.
Prosodica Analytics brings a holistic approach to operations measurements, tying contextual factors like conversational behavior to call outcomes like handle time, resolution rate, and call quality.
Organizations can visualize high-level operational metrics and drill progressively down into the factors that drive them. These insights can be tied into operational strategies through the Prosodica Advisor or Prosodica Marketplace to continuously and sustainably improve operations.
We incorporate proprietary metrics that objectively measure call quality by analyzing the systematics and prosodic characteristics of every conversation.
Strategic Insights & Visualizations
Uncover the hidden stories within a call and use them to your advantage.
Prosodica integrates speech analytics with proprietary voice analytics and CRM data to provide a holistic view of the key drivers of operational performance.
Provide supervisors and management with timely and actionable data.
Prosodica visualizes your customers' experiences and your team's performance in real-time so that any abnormalities can be quickly identified and remediated.
Optimized Quality Assurance
Reduce operating costs without sacrificing quality.
Prosodica provides consistent, unbiased ratings of every call to contextualize the few calls that truly warrant deeper analysis and coaching.