About daisee

Daisee is an artificial intelligence (AI) enabled speech and semantic analytics software designed to help contact centers in insurance, financial services, telehealth, collections, utilities, and telecommuicatons sectors analyze calls to gain insight into customer satisfaction, sentiment and vulnerability as well as risk, compliance and script adherence. It allows supervisors to automatically evaluate 100% of call data to detect in near real-time.

Managers can utilize Daisee's centralized dashboard to analyze team performance, flag high-risk calls, track top performers, and filter specific data on customer interactions. It offers an automated, programmable scorecard capability, which accurately assesses call quality and assigns a score, category, and explanation based on various factors including compliance, customer experience, and agent training. Generated scorecards help businesses identify coaching and skills development areas for employees.

Key features of Daisee include quality monitoring, customizable scorecards, data analysis, machine learning and compliance monitoring. Built on an open data architecture, the platform allows businesses to access all captured data and use it to improve internal processes across departments.

Key benefits of daisee

Daisee enables you to see far beyond words alone, surfacing the underlying emotion hidden deep within your customer interactions – what your customers are really saying, thinking, and feeling. Daisee helps organisations create practical business value immediately with software that is incredibly flexible and easy to deploy across any telephony system.

Benefits include:

SUMMARY:

Maximise customer experience and quality assurance

Ensure regulatory compliance

Identify missed commercial opportunities and churn risk

Easily identify poor agent conduct and performance and pinpoint training requirements

Provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer.

DETAILS:

Automated quality assurance coverage across 100% of customer interactions - using an automated, digital Programmable Scorecard™.

This replaces the traditional paper scorecard and is pre-trained with standard questions so that customers can get value immediately. Daisee can quickly and at no cost, add any custom questions that may be required.

Provides valuable insights back to the business directly from the frontline – the true voice-of-the-customer - identifying issues that require human intervention to improve customer experience and identify missed commercial opportunities.

Automated high-risk interaction flagging - Daisee automatically flags any interaction that needs review for compliance risk. Integrates with your risk control framework to enable your workflow to ensure regulatory compliance and mitigation of conduct risk and manage performance and pinpoint training requirements.

Team View - Accurately compare agent and team performance with each other and over time within the Programable Scorecard. Track top performing agents and teams and identify training and soft skill development opportunities.

Digitised workflow tool - accessed through the scorecard for easy logging of interactions and provision of feedback and action items to agents and team leaders.

Daisee Essence - automatically derives the reason customers are contacting a business. This provides an instantaneous snapshop of call drivers and insight into evolving call trends enabling decision-makers to proactively understand areas of opportunity and development within the business

Devices

Business size

S M L

Markets

Australia, Canada, United Kingdom, New Zealand, United States

Supported Languages

English

Images

Lisa programmable scorecards
Lisa QA progress dashboard
View 3 more
daisee screenshot: Lisa programmable scorecards daisee screenshot: Lisa QA progress dashboard

Features

Total features of daisee: 36

  • Activity Dashboard
  • Archiving & Retention
  • Automatic Call Distribution
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Categorisation/Grouping
  • Compliance Management
  • Configurable Workflow
  • Dashboard
  • Data Aggregation and Publishing
  • Data Connectors
  • Feedback Management
  • For Healthcare
  • For Sales Teams/Organizations
  • For eCommerce
  • Key Performance Indicators
  • Knowledge Management
  • Machine Learning
  • Multi-Language
  • Negative Feedback Management
  • Performance Metrics
  • Predictive Analytics
  • Process/Workflow Automation
  • Quality Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Risk Assessment
  • Risk Scoring
  • Sales Trend Analysis
  • Scorecards
  • Search/Filter
  • Sentiment Analysis
  • Speech Recognition
  • Trend / Problem Indicators
  • Visual Analytics

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Reviews

Overall rating

4,5 /5
(11)
Value for Money
4,8/5
Features
4,1/5
Ease of Use
4,4/5
Customer Support
4,7/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 11
Ramak S.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great accuracy and wonderful team

Reviewed on 2020/03/31

I cant imagine operating with Lisa now. With insights that we get from calls, we are able to ensure...

I cant imagine operating with Lisa now. With insights that we get from calls, we are able to ensure we pro-actively follow up with calls that need remediation but also provide objective feedback to our agents to help coach them to learn.

Pros

Daisee was really easy to set up for our customers and provides near real time feedback on 100% of the calls that are going through the contact centre both outbound and inbound. The product is intuitive and easy to navigate. The transcription accuracy is really high and most importantly the AI automation helps our QA teams to work so much more productively.

Cons

More integrations into other software that we use would be really handy.

Natasha C.
Overall rating
  • Industry: Computer Software
  • Company size: 1 001-5 000 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

User friendly & efficient!

Reviewed on 2020/04/21

Overall, using Lisa means I can spend less time flicking between platforms to listen to calls or...

Overall, using Lisa means I can spend less time flicking between platforms to listen to calls or obtain data and I can save and share data with agents as the data presented is both easy to understand and interpret.

Pros

The ability to take a quick glance at my teams dashboard has been really useful, as has the dashboard for each individual agent. I have been able to discuss results and identify key areas for coaching within a couple of seconds and then work with the agent to help them improve. The dashboard and call listening functionality is also great for identifying all of the areas where an agent is doing really well so the feedback I am able to provide to my agents is consistently constructive.

Cons

With filters on either side of the screen, it can be a bit tricky to remember which filter does what. It would be useful to have all filters along one side of the screen instead of on the left and right as well as the ability to click next when listening to a call, instead of clicking back on the browser button and manually finding the next call as I tend to lose my place in the list.

Kenneth M.
Overall rating
  • Industry: Telecommunications
  • Company size: 501-1 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Review for Lisa

Reviewed on 2020/04/16

I can say that it met the standard expectations but can definitely still improve. We believe that...

I can say that it met the standard expectations but can definitely still improve. We believe that we can still enhance what is currently available in LISA which will definitely assist us in making process improvements and decisions.

Pros

The tools is straightforward, easy to navigate, and user-friendly.

Cons

I guess, the dashboard. It plainly shows the scores but there's more data that can be shown. It was still on testing phase so I don't really want to judge. There should also be a way to change Lisa's scoring when re-evaluated by a live QA to update actual scores being presented.

Althea B.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Althea's Lisa Review

Reviewed on 2020/04/18

Really enjoying it, i think its great. It really helps me in my coaching sessions with agents and I...

Really enjoying it, i think its great. It really helps me in my coaching sessions with agents and I can show them their own performance through the graphs so they can understand the areas they need to work on.

Pros

I love that Lisa can analyse the call, transcribe it, flag high risk calls and has the ability to search for key words. This saves the leaders a lot of admin time searching for calls and then having to pick apart the call and note the conduct and compliance. Its amazing!

Cons

The 2hour window between when the call was completed and when it gets to Lisa. Often i will live call observing and want to track that call down then and there to deliver feedback. I think the delay is a genesys issue though.

Reece H.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

My Feedback on Lisa

Reviewed on 2020/04/16

I like it, making what I do easier, once we have resolved the call joining this is going to be...

I like it, making what I do easier, once we have resolved the call joining this is going to be amazing work

Pros

The speed updates are happening to it. Ability to search and find calls and the improvement around the speach to text, we rather bad to start with

Cons

Currently for use calls are linked together when transfers, they are working on resolving this.
Some of the basic work flows could do with some improvements, eg going back after listening to a call, loses the page number sort, when click apply to a filter, it doesnt close the filter window

Showing 5 reviews of 11 Read all reviews

daisee FAQs

Below are some frequently asked questions for daisee.

daisee offers the following pricing plans:

  • Starting from: US$2,00/month
  • Pricing model: Subscription
  • Free Trial: Not Available

Daisee pricing starts at $2 and scales with the consumption of software. Please contact daisee directly for further information.

We do not have any information about daisee features

daisee has the following typical customers:

51-200, 201-500, 501-1 000, 1 001+

daisee supports the following languages:

English

daisee supports the following devices:

We do not have any information about what integrations daisee has

daisee offers the following support options:

Email/Help Desk, Phone Support

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