Question: I'm looking for a tool that analyzes phone calls to identify areas for improvement in my customer service operations.

If you're looking for a way to analyze phone calls to find ways to improve your customer service operations, Invoca is a top contender. It's an analytics and automation platform that can help you squeeze as much revenue as possible out of phone calls. It includes call tracking and analytics, AI-powered conversation insights, and agent call scoring and coaching. The platform is designed to integrate with CRM and CDPs to improve contact center operations and revenue growth.

Another top pick is Cresta, a generative AI platform that uses conversation analysis to optimize contact center operations. It offers conversation intelligence, agent assist and virtual agent tools to offer real-time advice and automate after-call work. Cresta integrates with a variety of contact center software and has been named a leader in real-time revenue execution platforms, helping companies respond faster, convert more leads and reduce average handle time.

If you're looking for a more general-purpose contact center and customer experience option, check out Genesys Cloud CX. This AI-powered platform lets companies create customer experiences across many touchpoints, with features like omnichannel engagement, contact center optimization and workforce engagement management. Industry analysts have named it a leader, and more than 8,000 companies use it globally.

Last, Infinity is a full call analytics service that can help companies get insights out of customer conversations. It connects the customer journey to phone calls, giving companies a better idea of what to do with their marketing and customer service. With features like call tracking and conversation analytics, Infinity can help businesses make better decisions and target marketing campaigns more effectively, a big boost to overall customer experience.