Product Description:
As a product manager, I led a cross-functional team in developing SumX, an AI-powered Conversations Analytics Platform. This platform allows businesses to monitor the performance of their call center agents and the content of their calls. SumX provides businesses with insights into various quantitative and qualitative factors, such as call duration, hold times, transfer rates, and more.
Features List:
SumX offers a range of features to help businesses improve their call center operations, including:
- Monitoring of quantitative factors such as call duration, hold times, transfer rates, and more.
- Monitoring of qualitative factors such as the correctness of the answer to the caller’s question, call categorization by topic, compliance with operator response protocols, and implementation of the text of the conversation between the operator and the caller.
- AI-powered analytics to provide insights into performance and call quality, including a review of the volume of operator voice and the sentiment of the caller.
- Customizable dashboards and reports to track metrics and identify areas for improvement.
- Automated alerts to notify managers of specific events or issues during calls.
- Integration with existing call center software and systems.
Challenges for Product Manager:
As the product manager for SumX, I faced several challenges, including:
- Balancing the needs of different stakeholders, including call center agents, managers, and customers.
- Ensuring the platform could handle and analyze large volumes of call data without sacrificing performance or accuracy.
- Developing user-friendly interfaces and visualizations to present complex data in an accessible and actionable format.
- Adapting to changes in the call center industry, such as the shift to remote work and the adoption of new communication channels.
Product Manager Responsibilities:
As the product manager for SumX, my responsibilities included:
- Defining the product vision, strategy, and roadmap in collaboration with stakeholders.
- Leading cross-functional teams in the development and delivery of the product.
- Conducting market research and gathering feedback from customers to inform product decisions.
- Prioritizing features and managing the product backlog.
- Ensuring the product met customer needs and exceeded their expectations.
- Collaborating with sales and marketing teams to promote the product and drive adoption.
