Inbound Call Tracking

Call Recording - Every call generated from your advertising is stored directly in the customer record in ProMax as well as within a Call Log in the reporting tool. Visual graphic of each call recognizes talk time for the caller as well as your staff, detects silence and ring time, and identifies the classification of the call. Search and filter parameters available to locate specific callers if desired, download or email audio files, and listen to every call from each party with just a click of the button.

Dashboard Summary- Analytics reflect call volume as a whole, per day, by unique & repeat callers, call status, Call DNA classifications, top groups and top campaigns

Call DNA Status - Graphically displays conversations of phone calls. This feature also analyzes the patterns in the conversation and classifies the result of the phone call. The Call DNA visualization will show:

The back and forth interactions between an agent and caller.
The amount of caller speech and agent speech.
The amount of silence.
The number of rings.
The call type or classification.

Speech Analytics - Detailed call analytics to ensure that dealership team members are handling calls successfully and maximizing revenue opportunities. The call outcomes allow dealers to fine-tune their advertising and improve employee performance.

Lost Opportunities Dashboard - Get an at-a-glance view of call volume and more importantly, the reason calls were not completed. See which calls were unanswered or were abandoned due to long hold times, incorrect transfers, or ivr errors. Calls can be filtered by a variety of options to address specific issues

Script Tracking - Identify high-performing scripts that can be used to close more calls by increasing effectiveness of your conversations

High-Intent Calls - Identify callers with a strong inclination to buy based on pre-configurable keywords that indicate high intent in the conversation such as ‘appointment’ or ‘test drive’.

Transcription Search – Converts spoken English conversations into text and allows you to configure specific agent and caller keywords to be flagged within a call’s transcription. When Keyword Spotting is enabled and new calls come in, you can filter your Call Log to see only calls containing those keywords such as ‘money down’, ‘appointment’ or ‘see you soon’.