VAi - Voice Analytics & Insights
VAi - Certified Calls. Positive Outcomes
Clients
Automated Inference Generation
VAi analyzes large datasets of inbound and outbound call traffic to generate inferences about customer interactions. By identifying common issues and reasons for calls, the platform helps managers understand the key drivers of customer interactions and develop targeted strategies to improve service quality and operational efficiency.
Outcome Oriented Optimization
VAi assesses whether calls result in positive outcomes and suggests improvements for future interactions. This capability ensures that agents are continually improving their performance, leading to higher customer satisfaction.
Optimized Training
VAi provides targeted training materials based on real call data, reducing training time from weeks to just a few days. New hires become productive faster supported by incremental learning.
Comprehensive Dashboards
Actionable dashboards offer insights into key performance metrics such as call volume, average handling time, and customer satisfaction scores. Managers can easily identify top and bottom performers, analyze call distribution, and track the impact of training and performance improvement initiatives.
Full Call Auditing
Unlike traditional sampling methods, VAi audits 100% of calls, categorizing them by quality and providing actionable reports. This comprehensive approach ensures consistent quality across all interactions and helps identify areas for improvement.
"Leading research agencies have highlighted the critical challenges facing contact centers today. Gartner reports that high turnover rates are a significant issue, with many centers experiencing annual rates above 30%. Forrester adds that maintaining consistent call quality is a common struggle, often leading to variable customer experiences and dissatisfaction. Both agencies emphasize the need for advanced technologies to address these challenges and enhance overall performance."
Get new agents up to speed quickly with targeted, data-driven training.
Continuous monitoring and feedback lead to better customer interactions.
Identify and address issues promptly, reducing employee churn.
Automate the auditing process to cover all calls, ensuring consistent quality.
Real-time data empowers managers to make informed decisions that improve overall contact center performance.
Our company has several information technology initiatives underway and PM AM has been an integral part of each initiative. The professionalism and quality of service by PM AM has exceeded our expectations.
We have been working with PM AM for a little over 30 months now and it has been a great experience. We have taken our legacy product and maintaining it as well as working with the team at PM AM to maintain & create our new browser based software. Thank you all for working with us and creating a new and exciting product for our Marketplace.
We awarded an Internet application for development to PM AM Corporation. This application uses Microsoft Technologies; our experience during the term of this project was excellent. We feel comfortable recommending PM AM to other clients who need fast, high quality development. Communication between the Indian team and us was very effective.
I am pleased we are going to begin this new project together. The work by you and your team in the past has certainly warranted the right to work on our newest project. I am pleased we are going to begin this new project together. The work by you and your team in the past has certainly warranted the right to work on our newest project. As we discussed, the project consists of the development of a multi-functional tiered centralized management system that will allow us to manage certain processes for our clients at their locations. In the following days we will get together to discuss the particulars of each stage of the development lifecycle. I am happy to award you and PM AM Corp, this project and look forward to many more in the very near future.
I wanted to let you know that we recently reviewed the partnership between PM AM Corporation and our company that we started 18 months back in May 2001 and I have very positive and encouraging feedback from our PM, MIS Director and users on the speed and quality of work done by your team in India.
I wanted to take a few moments and let you know that the development of our website went above and beyond all expectations. Our site went from a rather mundance simplistic site to an exciting, eye-catching, easy to follow tool for our clients and prospective clients.
We just wanted to send you a quick thank you for the services of PM AM Corporation over the past few months. As a software development company for the logistics industry, and a Microsoft Certified Partner, we have strong internal development resources.
This is a letter of recommendation for PM AM Corporation based upo work that has been done in efforts to help improve our website. We had awarded PM AM Corporation the project of remodeling cur existing website. Our experience with PM AM during the term of this project has been above satisfactory. PM AM demonstrated a high quality of standard during the design, testing, and implementation phases of the project. This project was offshore based, communication between India and ourselves was more than effective. It is our estimate that by partnering with PM AM we were able to save an estimated 50% of the budgeted amount for the project.
I would like to extend my sincere appreciation and satisfaction in a recently completed project management for a pressage solutions customer. The project was a huge success resulting in a very satisfied customer.
I just wanted to let you know about the excellent work that your team has been providing for our Company. On more than one occasion, PM AM has gone over and above our expectations in order to meet and exceed our needs and goals.