IntelePeer Launches SmartAnalytics to Revolutionize Conversational AI Reporting and Customer Interactions

IntelePeer, a leading provider of end-to-end Conversational AI platforms, announced the launch of SmartAnalytics, an innovative suite of reporting and insight tools that captures and analyzes every customer interaction—whether with AI agents or live representatives. Available to all SmartAgent and SmartOffice customers, SmartAnalytics provides a powerful Interaction Explorer, self-service business intelligence capabilities, and real-time data insights that can be easily shared across business teams.

“In today’s rapidly evolving business landscape, data and analytics have become the cornerstone of strategic decision-making that creates a competitive advantage,” said Frank Fawzi, CEO of IntelePeer. “Companies that effectively harness the power of their data are not just making informed choices, they’re revolutionizing their operations, customer experiences, and bottom lines. Analytics requires a complete data set across the entire communications path that only IntelePeer can deliver. With SmartAnalytics’ ability to provide real-time data, our customers can quickly uncover hidden patterns, predict market trends, and personalize customer interactions at scale. Coupled with our ability to record and transcribe calls into a data lake, businesses now have a holistic and meaningful view into their customer interactions.”

Key Features of IntelePeer’s SmartAnalytics:

• Performance Assessment Dashboard:
  SmartAnalytics’ comprehensive dashboard highlights key metrics such as call containment rates, transfer rates, and interaction durations. This provides businesses with a quick, data-driven overview to assess performance, identify opportunities for improvement, and optimize AI agent workflows for better customer outcomes.
• Advanced Interaction Analysis:
  SmartAnalytics’ Interaction Explorer leverages IntelePeer’s unique end-to-end voice path to capture and transcribe entire customer conversations, whether they involve AI agents, live agents, or a combination. The platform’s filtering and search capabilities allow users to easily analyze interactions by metadata, words, and phrases, enabling more granular insights.
• Data-Driven Decision Making:
  By empowering businesses with near real-time monitoring, SmartAnalytics ensures full visibility into key performance indicators (KPIs) and business insights. Its self-service functionality enables businesses to create customized dashboards, providing deeper, tailored analyses to meet specific business needs and supporting agile decision-making.
• Seamless Integration and Data Sharing:
  The platform’s integration capabilities allow businesses to export data and share insights across teams, integrating with existing business intelligence systems for cross-functional analysis. Additionally, SmartAnalytics supports integration with Snowflake Share and Snowflake Reader Account capabilities, ensuring secure and efficient data sharing and collaboration across organizational boundaries.

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“A new standard in data analytics is emerging in the industry,” said Jim Lundy, CEO and Lead Analyst at Aragon Research. “Advanced analytics are empowering companies to become more agile, responding to market changes and customer needs in real time. Such insights into one’s business are fundamental drivers of innovation, growth, and long-term success in the modern business ecosystem.”

The Power Behind SmartAnalytics: Snowflake AI Data Cloud

Powering SmartAnalytics is a robust ecosystem, including the Snowflake AI Data Cloud, which serves as the foundational platform connecting IntelePeer’s technologies. The platform’s seamless compatibility, easy developer onboarding, advanced security controls, and forward-looking features perfectly integrate with IntelePeer’s technology, enhancing its ability to provide unique, actionable insights into customer interactions and user experiences.

SmartAnalytics gives IntelePeer’s customers the ability to dive deeper into their user activity, gain a more detailed understanding of the customer experience, and uncover more meaningful insights that drive better decision-making and innovation.

SOURCE: Businesswire