Decoding the Human Intonation

With more than 30% proven performance acceleration at installations world-wide, eXaudios Maginify Suite allow call-centers to decipher callers' "intonation code" and their emotional significance in real-time. Maginify converts these understandings – throughout the length of the call - into executable recommendations and decision points to boost agent sales and service performance.

Maginify Assistant – an agent application that discovers callers' emotional characteristics analyzes their emotional attitude, points to their level of involvement in the call and reveals possible hidden agendas. Maginify Assistant allows call center agents to know what type of customer they are facing and recommends them specific courses of action to improve call performance in real time - as they speak.

Maginify Supervisor – A supervisor application that aggregates and monitors numerous independent agent calls in real time and follow their effectiveness. Using same intonation analysis technology Maginify Supervisor assesses agent performance and attitude based on agent voice in relation to caller and alerts supervisor before they escalate. Maginify Supervisor enhances call center operations by providing supervisors with clear real time picture of on-going shift and. Maginify suite provides agent guidance as the call progresses and helps the agent focus on customers' cooperation levels (buying mood). For example, once Maginify identifies the level of cooperation in a sales call, Maginify recommends the right script to fit the customer type with immediate top line, bottom line and customer satisfaction results.
Implementers of Maginify in call centers should expect to reap the following benefits:

• Significantly boost closing rates
• Improve agent effectiveness and service quality.
• Reduce fraud by identifying callers with potential business risk.
• Increase monitoring and control of daily operations.
• Increase customers’ satisfaction.