Gain full visibility into every interaction
Deliver a frictionless experience for every customer by gaining a deeper understanding of their needs, enhancing operations, and preparing agents to provide exceptional CX.
FreeClimb’s Interaction Analytics platform leverages patented AI technology to analyze 100% of speech and digital interactions, empowering businesses with actionable insights to make data-informed decisions, automate quality management, and elevate CSAT across channels.
45%
increase in close rates
35%
decrease in customer churn
25%
decrease in agent attrition
Uncover deeper insights with a holistic approach to speech analytics
Traditional interaction analytics systems are often complex, require extensive configuration, and fail to capture a complete view of both customer and agent experiences, creating challenges for organizations to unlock the full value of their interactions in a timely and cost-effective way.
FreeClimb’s Prosodica™ platform analyzes 100% of customer interactions data across voice and text-based channels and aggregates it into meaningful, actionable insights for agents and decision-makers—all with zero configuration and tuning.
Powered by state-of-the-art AI and machine learning, Prosodica provides a clear, holistic view of every interaction by assessing speech patterns, non-verbal cues like tone and voice stress, and conversational dynamics. Through these real-time capabilities, organizations can drill down customer pain points, maximize agent performance, amplify sales effectiveness, and uncover opportunities for continuous improvement.
Capture customer intent and sentiment
Understand how customers are feeling and uncover key conversation topics emerging across the conversation, helping agents to proactively address frustrations before they escalate and foster long-term brand loyalty.
Automate quality assurance
Eliminate the bias and manual effort of traditional quality management by automatically transcribing, analyzing, and scoring every customer-agent interaction in real-time, ensuring objective agent evaluations and consistent customer service.
Boost IVR containment rates
Identify patterns in customer behaviors across key touch points and pinpoint areas where the IVR can effectively resolve customer needs, minimizing agent intervention.
Drive agent and sales excellence
Empower agents and sales reps to perform at their best and amplify service quality through targeted coaching, personalized feedback, and automated performance evaluations.
Improve operational efficiency
Analyze interaction data as it unfolds with visibility into operational and conversational trends, making it easy to identify bottlenecks, optimize processes, and respond to emerging patterns.
Reduce post-call work
Save time reviewing calls with automated transcription and call summaries that deliver structured, concise, and easy-to-read insights across voice and chat interactions. Enable supervisors to quickly grasp context, follow up with customers, and take prompt, informed action.
Tailored solutions for every business need: Make your contact centers predictive, not reactive
Whether your focus is customer service, sales, or operations, Prosodica is purpose-built to deliver actionable insights that drive meaningful improvements across the areas that matter most – leading to better business results.
Agent Coaching: Supercharge every service representative to be a top performer
Delivering exceptional service begins with an engaged and skilled customer service team. Maximize the performance of every agent and guide them to excel with generative AI-powered coaching tools and data-driven insights.
Equip agents with personalized feedback and targeted coaching to continuously improve their communication strategies, soft skills, and customer engagement techniques—supporting them to handle any situation with confidence and care.
Monitor rep performance and adherence to scripts, protocols, and regulatory requirements at each stage of the conversation, ensuring consistent, compliant, high-quality service.
Leverage generative AI-enabled post-call summaries and performance evaluations to quickly identify coaching opportunities and save time sifting through lengthy transcripts.
Operational Improvement: Act on issues before they escalate
Monitor, assess, and optimize operational performance by gaining deep insights into every customer interaction. Uncover hidden trends with secure, redacted transcriptions, intuitive data visualizations, and on-call event detection.
Quickly identify conversational trends, key moments of friction, and sales opportunities across the customer journey, so you can find and fix problems before they emerge.
Pinpoint areas where individual agents may be underperforming to deliver precise, targeted coaching efforts.
Understand what’s working with your business and areas that need attention, such as product performance, staff scheduling, and training opportunities.
Sales Performance: Close deals faster
Boost your sales team’s efficiency and success with key insights and actionable feedback that drive better outcomes. Empower your reps to capitalize on every opportunity and deliver measurable results.
Automatically pinpoint sales opportunities across interactions by analyzing sentiment, intent, and engagement cues. Increase your chances of closing deals by focusing on prospects most likely to convert.
Detect hesitant prospects or accounts at risk of churning. Provide your sales team with the insights they need to re-engage and recover at-risk opportunities effectively.
Scale your team’s efforts with automated follow-ups, ensuring no lead or opportunity slips through the cracks. Close the loop seamlessly, maximizing engagement and revenue potential.
Complaints Management: Turn complaints into conversions
Effectively managing complaints can turn customer dissatisfaction into loyalty and growth. Through AI-powered text mining, businesses can automatically capture, analyze, and address complaints, converting negative experiences into valuable opportunities for improvement.
Monitor and report on customer complaints to help teams prioritize issues that most impact customer satisfaction while ensuring regulatory compliance.
Categorize complaints and identify recurring patterns to uncover root causes, enabling quicker and more efficient responses.
Using verbal cues and word patterns, the solution predicts the likelihood of a customer filing a complaint, allowing businesses to intervene proactively.
Maximize your CX investment
Take advantage of our expert advisory services to help you launch a new project or enhance an existing one. Whether it’s resolving issues in your internal systems, integrating with major vendors, or managing and consolidating data, we ensure that your business experience is as positive as the customer experience solutions you deliver.
Improve the way your business communicates with customers
Designed to deliver measurable results, Prosodica empowers businesses to optimize operations and create better experiences for both employees and customers. Whether the goal is to improve employee performance, streamline operations, or enhance customer interactions, Prosodica puts you on the fast track to AI-driven success.
Discover how leading enterprises elevated their customer and call-tech experiences using FreeClimb Interaction Analytics.