IntelePeer Introduces SmartAnalytics

Martechvibe

14-05-2025

SmartAnalytics also supports integration with Snowflake Share and Snowflake Reader Account capabilities, enabling secure and efficient data sharing and collaboration.
IntelePeer has introduced SmartAnalytics, a set of reporting and insight tools that capture every customer interaction with AI agents and live representatives. Available to all SmartAgent and SmartOffice customers, SmartAnalytics features an Interaction Explorer, a self-service business intelligence functionality to custom-tailor analysis to meet business needs, and real-time data insights that can be exported across the business.
'In today's rapidly evolving business landscape, data and analytics have become the cornerstone of strategic decision-making that creates a competitive advantage,' commented IntelePeer CEO, Frank Fawzi.
'Companies that effectively harness the power of their data are not just making informed choices, they're revolutionising their operations, customer experiences, and bottom lines. Analytics requires a complete data set across the entire communications path that only IntelePeer can deliver.'
'With SmartAnalytics' ability to provide real-time data, our customers can quickly uncover hidden patterns, predict market trends, and personalise customer interactions at scale. Coupled with our ability to record and transcribe calls into a data lake, businesses now have a holistic and meaningful view into their customer interactions.'
ALSO READ: IntelePeer Integrates ChatGPT Into SmartAgent
IntelePeer's SmartAnalytics Key Features Include: Performance Assessment Dashboard: SmartAnalytics' dashboard highlights key metrics such as call containment rates, transfer rates, and interaction durations. Providing a comprehensive overview, businesses can quickly assess performance and identify areas for improvement. Granular insights into specific customer interactions enable the optimisation of conversational workflows and AI agent responses.
Advanced Interaction Analysis: SmartAnalytics' Interaction Explorer leverages IntelePeer's unique end-to-end voice path to record and transcribe entire conversations, whether handled by AI agents, live agents, or a combination of both. Users can efficiently filter, view, and analyse interactions using metadata and can search call transcripts for specific words and phrases.
Data-Driven Decision Making: SmartAnalytics gives users near real-time monitoring, providing visibility into key performance indicators and business insights. The platform's self-service feature allows users to create and customise their own dashboards, facilitating deeper, tailored analyses of data to meet specific business needs.
Seamless Integration and Data Sharing: The ability to export and share data allows users to integrate interaction details into existing business intelligence systems for comprehensive cross-functional analysis. SmartAnalytics also supports integration with Snowflake Share and Snowflake Reader Account capabilities, enabling secure and efficient data sharing and collaboration across organisational boundaries.
'A new standard in data analytics is emerging in the industry. Advanced analytics are empowering companies to become more agile, responding to market changes and customer needs in real time,' commented Jim Lundy, CEO and Lead Analyst, Aragon Research.
'Such insights into one's business are fundamental drivers of innovation, growth, and long-term success in the modern business ecosystem.'
ALSO READ: Snowflake Adds Retail Data Cloud To Optimise Operations For Retailers
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OpenText offers a cloud-native, scalable platform for enterprises to streamline their marketing functions. It provides fully composable content management, digital asset management, creative workflows, personalisation, targeting and customer data technologies in one place, ensuring a holistic approach to B2B, B2E and B2C experiences.
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Neptune DXP is a PaaS(Platform-as-a-Service) provider, helping marketing teams build custom apps based on modular, reusable application building blocks. The company offers flexible environments to businesses across different verticals, further providing personalised digital solutions at scale.
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Magnolia is a composable DXP that comes with no-code connector packs and low-code micro-frameworks for third-party integrations. It also offers an open-source version alongside its commercial plans enabling enterprises to build tailored use cases.
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Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market.
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Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle.
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HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals.
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Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales.
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Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics.
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Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
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Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio.
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