The Heartbeat

The Heartbeat is a Customer Support & CX tool that provides AI/ML-enabled call analytics for contact centers. It helps audit, analyze, aggregate, and coach agents' phone calls to improve customer experience and agent productivity.

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At a glance

Pricing

Likely Not Free

Free tier

API

Yes

Skill level

Technical

About

What is The Heartbeat?

The Heartbeat is an AI/ML-enabled Call Analytics solution designed for contact centers to improve customer experience and agent productivity. It offers comprehensive features for auditing, analyzing, aggregating, and coaching agents' phone calls. The platform generates highly accurate call transcripts, extracts conversation insights, and provides tools like speech analytics, quality assurance, and call coaching software. Key capabilities include Agent Performance Analytics, Mono/Stereo Audio Analysis, Multilingual Audio Call Processing, Call Summarization, Call Quality Score, and Post Call Analytics. It integrates with popular cloud drives for easy call record fetching and helps identify call drivers, improve operational efficiency, and enhance agent training.

Best used for

Ideal for contact centers and customer service departments who need to analyze customer interactions, improve agent performance, and enhance operational efficiency. Especially valuable for identifying training opportunities, understanding customer needs, and processing multilingual call recordings with precision.

Common actions

analyze call recordings

improve agent performance

extract conversation insights

transcribe phone calls

coach call center agents

Capabilities

Key features

Speech analytics software
Quality assurance software
Call coaching software
Multilingual audio processing
Call summarization
Call quality score
Post-call analytics

Target Audience

call center managerscustomer service managersquality assurance specialistscontact center agents

Integrations

google-driveonedriveboxdropbox

Pricing & Plans

Likely Not Free

Not publicly disclosed. Check theheartbeat.ai for current pricing.

FAQs

What is The Heartbeat's Post-call analytics solution?

The Heartbeat's Post-call analytics (PCA) solution is an AI/ML-enabled tool that analyzes and transcribes call recordings. It provides insights into customer interactions and the operational efficiency of your contact center, helping to improve overall performance.

How does The Heartbeat benefit contact centers?

It provides valuable insights to supervisors, executives, and agents. It helps supervisors understand customer needs, identify call drivers, and detect emerging trends. For executives, it boosts operational efficiency, identifies product improvement opportunities, and aids in informed decision-making.

Can The Heartbeat process calls in multiple languages?

Yes, The Heartbeat features Multilingual Audio Call Processing, uniquely designed to handle the complexities of multilingual interactions. Its cutting-edge technology seamlessly processes calls containing two or more languages with high accuracy.

Does The Heartbeat protect sensitive customer information?

Yes, The Heartbeat's PCA solution helps detect and redact sensitive information such as names, addresses, and credit card details from both the audio and text of call recordings. This ensures compliance with data privacy regulations and maintains customer confidentiality.

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Subcategories trending in Customer Support & CX

AI Chatbots Email & Chat Support Customer Feedback Community Management Customer Success Multilingual Support

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Also listed in

This tool also appears in

Data & Analytics › Business Intelligence Data & Analytics › Predictive Analytics Data & Analytics › Real-Time Analytics

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