TeleVox unveils Insights360 end-to-end call analytics solution

TeleVox launches Insights360, the only cloud-based analytics solution that records and analyzes every aspect of patient call experiences from dial to disconnect, including time on hold, self-service actions, transfers to a live agent, and third-party services. The first look at this latest innovation will be in TeleVox’s booth #613 at the upcoming Becker’s Healthcare Annual Meeting, taking place April 28-May 1 in Chicago. Insights360 records calls within the telecom network and analyzes them through a hosted web application. The patented technology generates metadata directly from the audio, eliminating the need to import recordings or logs from other systems. The solution analyzes a call experience from the customer’s perspective, making the data patient-centered rather than agent-centered.