Jay Shah
Bath Experts, Indianapolis
CallCap
We just launched Callcap from Marchex a few months ago and my call center manager already loves it because it makes her job so much easier. The program is AI-powered, and it listens to our calls, summarizes them with three bullet points, and provides a sentiment analysis—whether the call ended with a happy customer, a frustrated one, or something else.
The program instantaneously determines if an appointment could have been set but wasn’t, and alerts me, and our call center manager, to the possible missed opportunity. Our call center manager will then listen to the call, address the situation, and have the agent call the lead back to try to set the appointment.
The feedback loop is great. We don’t have to listen to every call because AI does it for us and only sends us the ones that were determined to have potential problems.
We get thousands of calls a month, and before we implemented this program, a lot were slipping through the cracks but now nothing is.