Additional capabilities within Agent Insights

One-click send to CRM

CRM integration in Voca CIC enables agents to send call details, summaries, and sentiment insights directly to any CRM (s) with a single click. This centralizes customer information and ensures critical conversation insights never remain siloed inside the contact center.

By integrating existing systems through secure APIs, contact centers reduce agents' post-call workload, ensure every CRM record includes relevant, accurate information. Organizations maintain consistent data quality, provide specialized analytics tools with rich customer context, and equip agents with customer context for future interactions.

Agent & Customer Insights Reporting: Centralized interaction visibility

Performance Reporting for Agent Insights gives supervisors a unified view of every customer interaction within the Worker Call Report. Each call record includes playback, transcription, AI summary, and AI sentiment results, enabling quick performance analysis and targeted coaching. By consolidating these customer insights in one place, supervisors can identify trends, measure quality, and continuously improve both agent effectiveness and customer experience.

Configuration options: Tailored to your workflows

Agent Insights offers extensive configuration options, allowing administrators to tailor the solution to their organization's workflows, data needs, and compliance standards. Administrators can customize recording profiles, permissions, AI prompts, storage preferences, and CRM insights transfer settings to support different departments or teams. This level of flexibility and adaptability sets Voca CIC apart. It gives organizations the control to align AI-driven customer insights with their unique operational processes while maintaining efficiency and security.