Contact Cubed

Contact Cubed is a speech analytics company that offers a comprehensive solution for call centers of all sizes. According to the vendor, their AI-driven platform analyzes 100% of customer interactions, providing valuable insights within call recordings. Contact Cubed caters to call centers in various professions and industries, including call center operations, customer service, sales and marketing, collections, and insurance.

Key Features

Speech Analytics: According to the vendor, Contact Cubed offers accurate full call transcriptions, allowing users to obtain a comprehensive understanding of customer interactions. The speech analytics feature enables the analysis of 100% of calls, helping users uncover patterns, trends, and key information within call recordings.

PCI Redaction: Contact Cubed's system automatically detects and removes sensitive customer information from call transcriptions and raw audio files. The vendor states that the PCI redaction feature ensures compliance with data protection regulations and protects customer privacy.

Detailed Dashboards: According to the vendor, Contact Cubed provides detailed reports and dashboards that offer actionable analytics. These visual representations of call analytics allow users to track key metrics and identify areas for improvement.

Two-way API: Contact Cubed's two-way API allows users to seamlessly pass data back to their CRM or reporting databases. The vendor claims that this API integration enhances workflow efficiency by enabling seamless data transfer between Contact Cubed and other systems.

Alerts: Contact Cubed offers fully customizable system alerts that can be delivered via email and SMS. Users can set up alerts based on specific criteria to receive notifications when certain events occur, helping them stay informed about critical call center activities, as claimed by the vendor.

Management Journal: According to the vendor, Contact Cubed's management journal feature allows supervisors, managers, and directors to document and collaborate on agent touchpoints and performance. This centralized platform for recording observations, feedback, and coaching notes can help track agent progress and identify training needs.

Truly Unlimited: Contact Cubed offers unlimited call recording capture and storage, ensuring that no calls are missed or deleted due to storage limitations. The vendor states that users can also customize call scoring rubrics and benefit from in-audit call transcriptions and keyword search capabilities.

Models: According to the vendor, Contact Cubed provides fully customizable AI/CI-powered models that offer descriptive, diagnostic, and predictive analytics. These models can be tailored to specific business objectives, optimizing call center operations.