Zylinc Post-Call Analytics: The path to greater efficiency and deeper customer insight!
Zylinc Post-Call Analytics: A new add-on that revolutionizes how companies work with customer insight and efficiency in their contact centers.
Many contact centers still spend significant time manually tagging calls with reason codes and writing up summaries afterwards. It’s time-consuming, often subjective and takes focus away from what really matters: delivering great customer experiences. At the same time, there is enormous potential in gaining deeper insight into customer preferences and needs.
Automated routine tasks, better overview, and deeper insights
Zylinc Post-Call Analytics offers a simple and effective solution with two key benefits:
1. Automating routine tasks and giving agents a better overview
Through AI-supported transcription of recorded calls, automatic summaries and keywords are generated. Later in 2025, automated reason codes will be launched, based on the codes defined by you as a company. This means agents are freed from time-consuming follow-up, and the data foundation becomes more consistent and precise. The automatic summary can be shown to the agent the next time the customer calls, and – with CRM integration – it is stored on the customer’s profile.
2. Deeper insight into customer interactions
When conversations are structured as data, the organization can actively use them. Data can be exported and combined with, for example, customer satisfaction analyses (NPS, CSAT) and other call center data. With AI-driven analysis, companies gain valuable insights into customer needs, identify what drives good experiences, and detect upsell opportunities and churn risks.
Easy to get started
Since Zylinc Post-Call Analytics is based on transcriptions of recorded calls, the only requirement is that calls are recorded. The recordings are then transcribed, clearly showing what the agent says and what the customer says. Recordings run in a parallel track to any MiFID recordings, ensuring your existing compliance setup is not affected.
Secure to use
The solution is plug’n’play – easy to implement and requiring no AI expertise. It is fully GDPR-compliant.
At the same time, Zylinc Post-Call Analytics is designed to integrate seamlessly with your existing Zylinc Cloud solution, supporting employees in their work – not replacing them.
Want to know more about how to get started? Contact us or read more about Zylinc Post-Call Analytics here.
