SupportLogic Elevates CX with AI-Driven Voice Connect Integration

SupportLogic has introduced Voice Connect, a feature that integrates voice signals into its SX platform. This move provides a unified view of customer interactions, boosting the overall support experience by incorporating AI-driven voice analytics.

“Today’s support teams need a comprehensive view of customer interactions across all channels, and voice plays a fundamental role. By integrating voice data into our platform, we’re providing a truly unified omnichannel support experience and will help our clients capture the nuances of support conversations across every touchpoint. Voice Connect seamlessly integrates with existing voice channel solutions, helping companies achieve a complete, connected support experience,” said Karan Sood, Chief Product Officer of SupportLogic.

SupportLogic Voice Connect utilizes advanced technologies such as speech analytics, natural language processing (NLP), and sentiment detection to monitor support interactions across multiple channels.

The platform offers a comprehensive scorecard of customer support experiences, enabling organizations to detect proactively and track potential issues like escalations, frustration, and churn risks. Unlike traditional voice analytics tools that rely on basic keyword analysis, Voice Connect delivers context-aware and aspect-based sentiment analysis throughout the customer journey, providing more accurate insights and actionable recommendations.

Key features of the solution include machine learning-driven signal detection within voice call transcripts, enhanced case scoring that integrates voice signals, and case filtering by “Voice” as a source.

In addition, the platform provides visual indicators of voice interactions within case cards and supports leading CRMs like Freshdesk, Microsoft Dynamics, Salesforce Service Cloud, ServiceNow, and Zendesk. It also offers native support for telephony providers such as 8×8 and NICE, as well as Salesforce Service Cloud Voice with AWS Connect.

In other news, SupportLogic has announced the acquisition of xFind, a RAG knowledge technology company to deliver more precise and quicker responses to end-customers.