The “Total” Communication Platform that Delivers Excellence
TotalCX combines AI and automation technology with call performance training and people power to help automotive dealers identify and respond to service issues and sales opportunities in real-time.
TotalCX uses the power of AI and automation to multiply the effectiveness of sales and service teams. Whether voice or text, TotalCX call recording and real-time conversational AI technology captures and analyzes communications, automatically alerting stakeholders to accelerate decision-making that results in better service, faster sales and more satisfied customers.
The TotalCX Customer Experience Platform works with any On-Prem or Cloud Phone System, including our own Award-Winning Phone System, Interactivetel.
Sales Monitoring & Optimization
TotalCX outdoes other sales monitoring systems by providing unprecedented call data in real-time, so you can instantly:
- Track the number of calls and leads you get by department and salesperson.
- Identify sales opportunities with real-time transcriptions and alerts to buying signs.
- Calculate ROI for lead sources that are converting.
Service Monitoring & Optimization
Instead of monitoring only a few calls for coaching and training, you can
- Monitor 100% of all calls with real-time recording and transcription.
- Get alerts to trigger words that indicate a customer service issue is escalating.
- Take steps to intervene in real-time to resolve the situation.
- Decrease defection rates by addressing issues more promptly.
Using Dynamic Number Insertions (DNI) on marketing campaigns, you can:
- Go beyond tracking only the number of calls received to also the number of conversions and ROI from any marketing channel.
- Stop relying solely on inbound website reporting and form fills to determine the sources of your best leads.
Real-Time Reporting & Actionable Analytics
TotalCX enables you to see conversation data in real-time, so you can:
- Receive actionable intelligence as situations unfold with Live Transcriptions.
- Instantly improve sales and service interactions as they’re in progress.
- Provide on-the-call coaching.
- Act on data immediately, in real-time, as opposed to missing opportunities or losing customers while waiting for reports.
- View data your way with filtering, sorting, and grouping.
Artificial Intelligence (AI)
Summaries created seconds after a call has completed.
Automatically detects spoken words and phrases in live conversations and converts to text.
Alerts let you know instantly when a keyword or phrase is detected.
Live Text Call Monitoring
View or listen in on any call in progress. Keywords and phrases are highlighted automatically.
Proactive customer service. Return calls after the customer hangs up from being on hold too long.
Calls can be graded and used for learning and assessment.
Automatic detection of appointments being made.
Mishandled Call Detection
Be alerted whenever a call is being mishandled.
Missed Opportunity Detection
Now when opportunities are being missed and save them.
Recording and Monitoring
Automatically inform the caller that the call is being recorded.
Whisper & Barge
Coach an agent on a live call without the customer hearing.
Option to record the agent only.
Deliver a call to up to 12 phones simultaneously.
Deliver a call to one person, if they don’t answer roll over to the next.
Distribute calls evenly among a group of people.
Route calls to the correct department based on the need of the caller.
Analytics and Reporting
The interactive dashboard is designed to be open at all times viewable to owners, general managers and sales and service managers that are involved in customer calls.
View all inbound and outbound calls revealing delivered, unmatched, missed and abandoned calls as well as number of appointments made.
Records all alerts flagged in calls from the custom library of keywords and phrases.
Measure marketing campaign ROI at any time. Allowing you to adjust spend based on performance.
Measure call performance by department and by user.
CRM and DMS Integration
Contact data and activity is sent directly to the integrated CRM and DMS.