Product Overview of ExecVision
Introduction
ExecVision is a comprehensive conversation intelligence platform designed to enhance the performance and effectiveness of customer-facing teams across various departments, including sales, customer success, and support. Founded in 2015 by David Stillman and Steve Richard, ExecVision leverages advanced AI, machine learning, and deep learning technologies to extract valuable insights from customer conversations, driving human behavior change and improving business outcomes.
Key Features and Functionality
Conversation Intelligence
ExecVision records, transcribes, and analyzes voice and web conference interactions, turning these conversations into actionable data. The platform uses AI to identify coachable moments, providing managers and reps with insights to improve their performance.
Smart Alerts
The platform offers customizable Smart Alerts that notify managers, executives, and admins in real-time or based on trends. These alerts can be set up for conversation activity, specific keywords and phrases, or account and opportunity actions, ensuring timely interventions and feedback.
Performance Dashboards
ExecVision features Performance Dashboards that track and measure conversation quality, performance, and coaching impact. These dashboards quantify the effect of sales coaching on performance through closed-loop reporting, serving as a central system of record for reps, managers, and executives.
Topics, Keywords & Phrases
The platform automatically detects and flags keywords, phrases, and related topics within conversations. This capability helps identify what language and topics move deals through the pipeline or address customer frustrations. Users can also set triggers for new messaging or feature rollouts and search for specific conversation content.
Search, Trend & Pivot
ExecVision includes a robust search engine powered by conversation metadata, CRM fields, and conversation content. Users can explore trends in conversations, uncover patterns such as competitor mentions or seasonal changes in customer contact reasons, and pivot on various data points to gain deeper insights.
Voice ID & Advanced Diarization
The platform boasts advanced acoustic models that auto-detect silence, hold music, IVRs, and ringing in calls and web conferences. Voice ID technology learns and recognizes each user’s voice, enhancing the quality of diarization, transcripts, and other conversation data points.
Coaching and Feedback
ExecVision provides customizable scorecards and coaching plans to align teams on best practices, consistency across skills, and behaviors. The proprietary Insights-to-Performance Gap feature helps sales managers give targeted feedback to improve reps’ performance. The platform also includes a repository for conversation libraries, which aids in training, onboarding, and upskilling team members.
QA and Compliance Monitoring
The platform helps QA teams by documenting and scoring more calls, reducing the need for outsourcing or additional QA agents. Smart Alerts enable QA managers to provide relevant feedback to improve agent performance, ensuring compliance and quality standards are met.
Organization and Accessibility
ExecVision offers an Inbox feature to keep conversations organized, allowing users to view new Smart Alerts, locate conversations needing feedback, and prepare for coaching meetings. The platform also includes a mobile app for on-the-go access to conversations, annotations, and other features. Additionally, the Chrome Extension captures recordings from web-based conversations, ensuring compliance and ease of use.
Integration and Collaboration
ExecVision integrates seamlessly with existing sales stacks and CRM systems, creating a unified view of customer interactions. It enables front-line teams to share sales conversations with customer success teams, facilitating smooth account transfers and enhancing customer understanding. The platform also supports creating extensive conversation libraries for training and onboarding new hires.
Use Cases
- Sales: Enhance sales coaching, identify winning playbooks, and automate playbook execution to improve deal closure rates.
- Customer Success: Increase customer satisfaction (C-SAT) and Net Promoter Scores (NPS), boost retention rates, and identify churn risks early.
- Support: Deliver personalized support, resolve complex issues efficiently, and improve self-service support by identifying common issues and trends in support inquiries.
In summary, ExecVision is a powerful tool that leverages conversation intelligence to drive performance improvement, facilitate coaching, and enhance customer-facing interactions across various business functions. Its advanced features and integrations make it an invaluable asset for organizations aiming to optimize their customer engagement strategies and achieve better business outcomes.