Business Insights

Take advantage of 100% transparency into the operational performance of your virtual agent and leverage the big data generated by DiaManT® for continuous improvement.

Know your business

The DRTviewer® is a web-based tool that provides real-time transparency to all customer interactions on DiaManT®, regardless of channel. Via the DRTviewer® tool, business users can monitor live sessions in real-time as well as search through historical dialogs.

Omilia offers a web-based automated reporting module that presents statistical data regarding the use of the application, making it easy to analyze user interactions and measure KPI’s. omReports® present key metrics of the system’s performance in an analytical way — making it possible to identify areas for increased automation.

Visualize the big data generated by DiaManT® to analyze customer conversations with the virtual agent as well as with live agents. omAnalytics® provides real-time business discovery on what customers are actually saying, with detailed Topic and Sentiment Analysis on natural language feedback from consumers.

Real-time Conversational Insights

omDRTviewer®

Real-time transparency to all customer interactions with DiaManT® for quality monitoring and identification of possible areas of improvement.

omDRTviewer® features

Business users can view the full details of an interaction:

What the user said or typed

What was transcribed

(for interactions with deepASR®)

What the system understood

What action was taken

General interaction Info

omReports®

View key metrics and statistical data of the system’s performance, making it easy to analyze user interactions and identify areas for increased automation.

omReports® features

View interaction summaries for each channel

Reports issued on a Daily, Weekly, and Monthly basis

Identify areas for increased automation

Apply extra search criteria to narrow down results and analysis

What are your customers actually saying?

omAnalytics®

Visualize all the big data generated from customer interactions with DiaManT® for business discovery of what customers are actually saying, with detailed Topic and Sentiment Analysis on natural language feedback.

omAnalytics features

Deep analysis of customer conversations with DiaManT® and live Agents to provide insight into “what” customers are saying. View a conceptual mapping of concepts and words that customers are saying. By drilling down on each topic you can even click a link to hear what the customer said.

Discovery of frequent terms, phrases, and concepts

Search conversations for specific Products and Actions

Swiftly identify and take action on the root cause of issues

Find any combination of metadata, words and phrases

Customer Sentiment Analysis

DiaManT® Sentiment Analysis combines both the acoustic characteristics of a customer’s voice and what they saying in natural language to determine positive, negative, or neutral sentiment.View drivers behind measurable customer sentiment scores and discover and improve brand reputation and gain insight into customer attitudes on services, products, campaigns, or other topics.

Measure sentiment and emotion across various cross sections of calls, agent groups, and time frames.

Arrange a demonstration

Our proven Omni-Channel technology is aimed at:

  • Large Corporations (200+ agents / 4+ million calls per year)
  • Integrators & Contact Center Service Providers

If you represent a relevant business and would like to arrange a demonstration of our technology and learn how it can transform your customer care, fill out our form and we will get in contact with you to get the ball rolling.

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