Smarsh Releases Latest Evolution of AI-Driven Conversation Analytics
Smarsh sets the pace with more innovative AI analytics features and call recording functionality delivering organization-wide, cross-platform insights.
PORTLAND, OR, March 7, 2024 – Smarsh, the global leader in digital communications data and intelligence, today announced the latest evolution of their powerful, AI-driven, compliant call recording, conversation analytics, quality assurance, and business intelligence solution.
Quickly becoming the go-to for any organization looking for that one solution that seamlessly integrates with any platform, device, channel, location and language, Smarsh Call Recording and Analytics is set to wow the market once again.
“This iteration of our Conversation Analytics delivers a more focused approach for ease of engagement delivered right to our user’s fingertips. After deep collaboration with our customers over the last 12 months, along with the advances of AI, it was abundantly clear the direction we needed to continue going was to bring customization of these insights even closer to how businesses interact with their daily business intelligence,” says Craig du Plessis, Vice President of Analytics at Smarsh.
Having now inserted richer customizable intelligence functionality, businesses can expect to see a more streamlined user experience overall. For example, section overviews now provide immediate access to critical data while logical arrangements have been fine-tuned throughout for a more intuitive experience.
Said du Plessis; “Beyond a slew of exciting new analytics features, we've also given the entire platform UI a visual makeover, aiming for uniformity in style, a sleeker appearance, better narratives, and smoother user journeys. This update is about making data interaction more straightforward, logical, and configurable.”
It’s the ideal opportunity for Smarsh to show the world how compliant call recording and conversation analytics technology can be leveraged more deeply across companies to enable holistic business intelligence usage that spans every department.
Take, for example, the new interaction journey visualization feature. This new capability offers a comprehensive and easily selectable view of each interaction, presenting sentiment within a journey with action points and interaction summaries in an easy-to-understand format. It's designed to help users quickly evaluate each conversation, with the ability to update as needs and strategies shift.
Then there’s the ability to engage in a dynamic conversation with the data itself. This feature allows for intuitive queries and immediate delivery of insights, transforming complex data analysis into a straightforward generative chat. Quickly use preset questions or natural language input to query the selected interaction, making it simple to explore trends, dissect interaction details, and uncover hidden insights with ease.
Companies can also tailor their analytics with the new phrase editor, a capability designed to give customers control over the keywords/phrases associated with questions in their QA scorecards. This is how companies can personalize how they measure and interpret data, ensuring their analytics are perfectly aligned with their specific business objectives.
By deepening the granularity of interaction details and enhancing the overall user experience, Smarsh has once again empowered customers to derive more meaningful insights from their data, leading to improved business performance, operational efficiency, and decreased time to action.
Stay up to date with Smarsh Call Recording and Analytics here.
About Smarsh
Smarsh enables companies to transform oversight into foresight by surfacing business-critical signals in their digital communications. Regulated organizations of all sizes rely upon the Smarsh portfolio of cloud-native capture, retention, and oversight solutions to identify risks before they become losses, fines, or headlines. Smarsh serves a global client base spanning the top banks in North America, Europe, and Asia, leading brokerage firms, insurers, registered investment advisors, and U.S. federal, state, and local government agencies. Learn more at www.smarsh.com.