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This guide explains how to navigate and use Sales Intelligence tool in x-bees to effectively to gain insights from calls and conferences. Created: April 2024 x-bees documentation: x-bees documentation.link Permalink: https://wildix.atlassian.net/wiki/x/uxTOAQ |
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Introduction
Sales Intelligence is a powerful tool designed specifically created for sales managers and professionals to empower with valuable insights and information to improve their sales processes, strategies and overall performance. It is designed to provide . It offers a comprehensive view of customer interactions, market, enabling empowering sales professionals teams to make informed decisions and drive successful outcomes.Sales Intelligence is a powerful tool designed for sales managers and professionals. It empowers you with valuable insights and information to improve your sales processes, strategies and overall performance. It allows you to effectively analyze and extract valuable details from your sales interactions and analyze and extract valuable insights from their meetings. With Sales Intelligence, you can gain a deeper understanding of your sales interactions, identify areas for improvement, leading to higher customer satisfaction and drive increased sales performance.
Requirements
- Starting from WMS 6.06
- x-bees SuperBee license
- ACL rules "Can see analytics" and "Can see call recordings"
- Calls and conferences being recorded and transcribed; to enable call transcription, set TRANSCRIBE_RECORDED_CALLS=yes parameter in Dialplan Settings
Access Sales
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Intelligence
- Navigate to Sales Intelligence tab on x-bees left side panel
- Sales Intelligence includes the following tabs:
- All: shows a list of all calls and conferences
- Your calls: only shows calls and conferences you participated in
- Company: shows calls and conferences within your company in which you did not participate
- Custom tabs: shows a custom list of calls and conferences after saving dedicated filters (see the chapter below for details)
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Filter calls and
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conferences
Upon accessing Sales Intelligence, you see a list of recent calls/ conferences. The list is sorted by time, displaying the latest calls/ conferences first. You can use the following filters to refine your search:
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By default, only recorded calls/ conferences are displayed. For calls and conferences that were not recorded, it is not possible to listen to the audio or view the transcription. However, for conferences there is visualization of how much participants were speaking. |
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Views calls and conferences details
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Select any specific call/ conference from the list, the details of the call/ conference open. The details section provides a comprehensive view of a specific call or conferenceto open its comprehensive details. On the right sidearea, you will find can explore the Highlights, Comments and Info sections (read the next chapters for a detailed description). On the main screenarea, you have the options to:
- listen Listen to the call (audio)/ watch the conference (video) recording or switch to the transcription view. The listening feature allows users to playback the audio recording of the call or conference. Alternatively, the Transcription view provides a written text version of the conversation, making it easy to review and search for specific details Users can change the audio
- , which includes sentiments (user emotions: positive, neutral, negative, or mixed). You can change the audio/ video speed to listen at a faster or slower pace , facilitating efficient review and analysis of the conversation. Additionally, they can download the audio recording or transcription for offline access.
- Listen to the dialogue of each participant in the audio or video recording
- Under the call/ conference section, you can see
- view the percentage of the agent's or client's talking, as well as the talking speed (number of words per minute).
- Interruptions are moments during the call when participants were talking at the same time
- Download the recording or transcription for offline access and share
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- its link with specific participants who have access to Sales Intelligence
Highlights
The Highlights section provides valuable information and insights about the call/ conference. It includes a summary of the conversation, key points, next steps , and more. By reviewing the Highlights section, you can quickly grasp the key information from the call or conference, enabling you to take appropriate actions and make informed decisions.
For external meetings, the following highlights are available:
Customer insights: captures important details about the customer preferences, needs, challenges and any other relevant insights gathered during the call/ conference
Key points: summarizes the main points discussed during the conversation, highlighting key topics , decisions, or agreements reached
Competitive information: captures any information gathered regarding competitors, their strategies, products or market positioning
Implementation timeline: provides details about the proposed implementation timeline. It may include milestones, deadlines , or any other relevant time-related information
Budget: records information about the discussed budget or financial aspects of a project or deal
Customer response: focuses on the customer's response, feedback or suggestions during the call/ conferencesuggestions
Sales proposals: records any sales proposals, offers or recommendations made to the customer during the conversation, including pricing, packages, or terms
Action items: lists the specific tasks or actions that need to be taken as a result of the call/ conference. It helps in identifying the follow-up actions and responsibilities assigned to team members
Next steps: outlines the planned next steps or actions to be taken after the call/ conference, including follow-up meetings or further engagements with the customer
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Topics: summarizes the main discussion points or agenda items covered covered during the meetingcall/ conference
Review: highlights any review or feedback. It enables to recall important feedback shared and track progress on specific tasks or projects
Progress: highlights the progress made on ongoing initiatives or projects. It ensures that updates on various tasks or goals are tracked and monitored effectively
- Issues: provides details about any problems or challenges that were discussed during the meeting
- Decisions: captures the decisions made during the meeting. It ensures that the outcomes and actions resulting from the meeting are clearly documented and can be easily referred to laterduring the call/ conference
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Note: The availability of specific highlights may vary depending on the nature of the call or conference and the information discussed. |
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The Comments section allows you to start a conversation discussion with colleagues participants or leave a personal feedback regarding a the specific call/ conference.
- To start a conversationdiscussion, click Open chat. When you write a comment, a dedicated conversation named "Comments | Call/ conference title" is created with all agents (internal users) involved in the call/ conference. You can refer to a specific part of the call/ conference to provide targeted feedback for coaching purposes. Adjust the timeline to select the preferred part of the recording and start writing your message. Your comment will include a reference to the specified timeframe
- To leave a personal feedback, select a user participant from the list. This allows you to provide individual opinions that may not be relevant to the entire group
Info
The Info section provides essentials essential details about the call/ conference. It includes information such as the date, duration, status, country, location, direction (inbound or outbound), language, PBX serial etc.
Use cases
Here are a few use cases that demonstrate the practical applications of Sales Intelligence:
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Scenario: A sales manager wants to improve their team members skills and improve overall sales performance. However, they face challenges in identifying areas for improvement improvements and providing targeted feedback.
Solution: The manager reviews call recordings, analyzes comments and provides feedback to team members. This helps in identifying areas for improvementimprovements, sharing best practices and guiding team members towards more effective sales techniques.
- Use case 3: Sales performance evaluation
Scenario: A sales manager wants to assess the performance of their
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team members and provide constructive feedback for improvements. However, they lack comprehensive insights into their communication and negotiation skills.
Solution: The manager uses Sales Intelligence by reviewing call recordings and analyzing actions of each team member. By assessing the data, they can then provide personalized feedback, identify training needs and recognize top performers, leading to improved individual and team performance.