Sales Intelligence in x-bees

Introduction

Sales Intelligence is a powerful tool designed for sales managers and professionals. It is designed to provide a comprehensive view of customer interactions, market, enabling sales teams to make informed decisions and drive successful outcomes.

It empowers you with to. It allows you to effectively analyze and extract valuable insights and information from your meetings with customers and gain a deeper understanding of your sales interactions, identify areas for improvement.

Requirements

• 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 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)
    
    

Filter calls and 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:

• Participants: filter by specific users who participated in the call/ conference
• Services: filter by the service (call group) the participants belong to
• Words or phrases: search for conversations containing specific words/ phrases mentioned
• Date: filter by date range (today, this week, custom range, etc.)
• Language: filter by the language spoken 
• Duration: filter by call duration range
• Call type: show only recorded, transcribed, inbound, outbound or internal calls/ conferences

You can save up to 50 frequently used filter combinations. Saved filters appear as additional tabs in Sales Intelligence top panel. You can edit or delete these filters as needed. 

Views calls and conferences details

Select any specific call/ conference to open its comprehensive details. On the right side, you will find the Highlights, Comments and Info sections (read the next chapters for detailed description). On the main side, you have the options to listen to the call/ watch the conference recording or switch to the transcription view.  You can change the audio/ video speed to listen at a faster or slower pace. Additionally, you can listen to a specific speaker. Under the call/ conference section, you can see 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. Additionally,  you can download the audio recording or transcription for offline access.

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/ conference

• 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

For internal meetings, the Highlights section includes the following:

• Topics: summarizes the main discussion points or agenda items covered during the meeting

• 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 later
  
  

Comments

The Comments section allows you to start a conversation with colleagues or leave a personal feedback regarding a specific call/ conference.

• To start a conversation, 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
  
• To  leave a personal feedback, select a user 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 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:

• Use case 1. Customer engagement optimization

Scenario: A sales manager wants to improve their customer engagement strategies to increase sales. However, they lack insights into customer preferences and pain points.

Solution: The manager uses Sales Intelligence to optimize customer engagement strategies. By analyzing customer interactions and insights gathered from calls and conferences, they can identify customer preferences, pain points and buying behaviours. This information can be used to improve sales approaches, personalize interactions, leading to higher customer satisfaction and increased sales.

• Use case 2. Training and coaching

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 and providing targeted feedback.

Solution: The manager reviews call recordings, analyzes comments and provides feedback to team members. This helps in identifying areas for improvement, 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 sales 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.