Agent Description

Echo AI is an AI-powered contact center workforce engagement management (WEM) platform that analyzes 100% of customer conversations to deliver real-time insights, automate quality assurance, and boost agent performance. Recently acquired by Calabrio, it integrates seamlessly with major CRMs and CCaaS systems to enhance customer experience (CX).

Key Features

• Analyzes 100% of interactions across calls, chats, emails, and tickets with generative AI.
• Automates quality assurance with custom scorecards and advanced filtering for reviews.
• Provides real-time sentiment analysis and trend detection for customer insights.
• Integrates with Salesforce, Zendesk, HubSpot, Amazon Connect, and 30+ platforms.
• Offers AI-driven coaching with automated score suggestions and performance dashboards.
• Identifies churn risks and upsell opportunities through conversation analytics.
• Ensures compliance with ISO 27001, SOC 2, GDPR, and HIPAA standards.

Use Cases

• Agent Performance Optimization: Reduces average handle time (AHT) by 20% through AI coaching, as seen with CLEAR’s deployment, per echoai.com.
• Customer Churn Prevention: Detects manufacturing defects causing churn, saving Wine Enthusiast from losses, per Forrester report insights.
• Quality Assurance Automation: Eliminates manual reviews, saving hundreds of hours while improving QA scores by double digits, as noted by Pathlight.
• Omnichannel Insights: Unifies insights from voice, chat, and email, boosting conversions for Centerfield, per customer stories.

Differentiation Factors

• LLM pipeline for domain-specific analysis surpasses CallMiner’s generic AI models.
• 90% supervisor efficiency gain via AutoQA outshines Observe.ai’s manual-heavy tools.
• Real-time trend detection beats Balto’s delayed performance analytics.

Pricing Plans

• Subscription Plan: Starts at $50/year, tailored to business size and needs.
• Custom Enterprise Plans: Contact sales@echoai.com for quotes based on interaction volume and integrations.
• Free Demo: Available via the website to explore features and customization. 

Frequently Asked Questions (FAQs)

• What is Echo AI?
  Echo AI is a generative AI platform that analyzes customer conversations to optimize contact center performance and enhance customer experiences.
• How does Echo AI improve agent performance?
  It provides real-time coaching, automated QA, and performance dashboards to reduce AHT and boost resolution rates.
• Which platforms does Echo AI integrate with?
  It integrates with Salesforce, Zendesk, Amazon Connect, HubSpot, and over 30 other CRMs and CCaaS systems.
• Is Echo AI secure for sensitive data?
  Yes, it complies with ISO 27001, SOC 2, GDPR, and HIPAA, ensuring data privacy and security.