Moontalk INSIGHTS
The challenge for companies is usually not a lack of data, but the fact that it is fragmented across different systems. Moontalk Insights brings clarity to this complexity, providing a clear view of what is happening across your business and customer-facing operations, why it is happening, and where to focus next.
A UNIFIED
SOLUTION
Moontalk Insights is not just a single product. It is a comprehensive solution built from complementary modules. Each module addresses a specific need and helps form a clear picture of your business.
MOONTALK INSIGHTS
See what is happening in your business
INSIGHTS is a management and business analytics service that brings your organisation’s most important data together in one place. Ready-to-use dashboards, reports and performance metrics make the overall picture clear and help you monitor progress without time-consuming data processing.
The service can combine data from Moontalk’s call management and customer service solutions, Moontalk AIRI and your organisation’s other systems. AI-powered analytics help identify trends, anomalies and areas for improvement, turning data into practical action.
ACCESS
The right information, in the right place, at the right time
Access is an integration and data transfer service that connects Moontalk’s services with your organisation’s CRM, ERP, ticketing and other business systems. It ensures that information is transferred between systems at the right time, securely and in a controlled manner.
Call data and Moontalk AIRI content can, for example, be automatically linked to the relevant customer account, contact, activity, service request or ticket. Real-time, near-real-time and scheduled data flows reduce manual work, keep customer information up to date and support the flow of information across the organisation’s processes.
ENGAGE
Communication and contact management
Engage is a contact management and multichannel communications service that brings contact details, customer data and target groups together in one view. You can send messages to individual recipients or selected groups via channels such as SMS, RCS and email.
The service can be used for notifications and campaigns, as well as interactive message flows that respond to recipients’ replies or other events. Message templates, personalisation, automation, AI-assisted content creation and delivery reporting speed up communication and provide visibility into how well it performs.
EXPERIENCE
Understand what shapes the customer experience
Experience is a service for measuring and improving customer experience. It combines your organisation’s own surveys and feedback with public reviews and AI-generated insights from customer service calls.
Surveys can be shared via a link or QR code, or sent by SMS or email. Results that update in real time, key metrics and open-ended feedback help identify the factors, changes and practical areas for improvement that influence the customer experience.
REAL DATA.
Real INSIGHTS.
TIERS
INSIGHTS
INSIGHTS is available in two tiers:
Basic
Includes basic reporting and basic analyses for each area.
Pro
Includes all Basic-level features as well as in-depth AI analyses, observations, comparisons and recommendations.
Ready-to-use reporting and analytics packages:
- Call reporting: event and performance data
- AI analyses: Moontalk AIRI and calls
- Sales: CRM, ERP and e-commerce data
- Marketing: campaigns, leads, costs and results
- Customer service: calls, ticketing, chat and customer experience
ACCESS
Access is available in two tiers:
Basic
Automatic logging of call data and Moontalk AIRI summaries, with reliable data transfer.
Pro
Everything included in Basic, plus Moontalk AIRI enrichments, caller identification, and call features for CRM, ERP and ticketing systems.
ENGAGE
Engage is available in two tiers:
Basic
Contact management and On-demand messaging to contacts and target groups.
Pro
Everything included in Basic, plus automated messaging and dialogues.
EXPERIENCE
Experience is available in two tiers:
Basic-taso
Create, manage and share surveys, and view results in built-in reports and dashboards.
Pro-taso
Everything included in Basic, plus unified reporting across surveys, public reviews and customer service calls, with automatic classification and analysis of feedback.
To be relevant to your customers when it matters, you need a clear understanding of your business and customer interactions. That is why we created Moontalk INSIGHTS: a business analytics service for management and day-to-day operations that turns data from calls, sales, marketing and customer service into meaningful insights.
FREQUENTLY ASKED QUESTIONS
INSIGHTS
What does the Insights module do?
Insights transforms data from different sources into clear reports, metrics and AI-generated insights. It helps management and business teams understand what is happening in their operations, why changes are occurring and where action is needed.
What types of data can be analysed in Insights?
Insights can analyse data from sources such as call traffic, Moontalk AIRI content, sales, customer service, tickets, chat conversations, marketing and customer experience. Data sources and reporting views are connected according to the organisation’s needs.
What does Moontalk AIRI analytics mean?
Moontalk AIRI analyses the content of calls and produces structured insights and suggested actions. In Insights, observations from individual conversations are combined into aggregated analytics that can identify recurring customer needs, call topics, buying signals, customer satisfaction, risks and areas for improvement.
Does Insights replace existing reporting systems?
Insights can bring reports from several different systems into a shared view and reduce the need for separate reports. Existing systems do not necessarily need to be replaced. Instead, the data they contain can be combined into a shared situational overview for management. The solution enables organisations to combine data automatically and present it clearly.
Can reports be tailored to the company’s needs?
The service always starts with a standard reporting package, which can be adapted and expanded according to the customer’s needs. Metrics, data sources, filters, user groups and reporting views can be customised based on the organisation’s operations and objectives.
Who is Insights intended for?
Insights is designed for company management, supervisors and those responsible for sales, marketing and customer service. Users can be provided with views and access rights that match their roles.
ACCESS
What does the Access module do?
Access connects Moontalk’s services with the customer’s CRM, ERP, ticketing and other business systems. It automates data transfer processes between systems and reduces manual tasks, such as making calls.
What information can be transferred through the integration?
The information transferred can include the date and time of a call, its direction, duration, handler, phone number and the Moontalk AIRI call summary. This information can be linked automatically to the correct customer account, contact, sales opportunity or ticket.
Can a Moontalk AIRI call summary be saved automatically in a CRM system?
Yes. The Moontalk AIRI call summary, together with the customer needs and follow-up actions identified in it, can be transferred through the integration to the system used by the customer.
Can Access identify the caller of an incoming call?
The caller can be identified by matching the phone number against information in the customer’s systems. When a call arrives, the correct customer, contact or ticket record can be opened automatically for the user.
Which systems can Access be integrated with?
Access can be connected to CRM, ERP, ticketing, customer service and reporting systems that provide modern REST APIs. The implementation depends on the interfaces provided by the target system and the customer’s intended use.
ENGAGE
What does the Engage module do?
Engage brings the company’s contacts, customer groups and interaction history together in one place. The same service can be used to manage contacts and deliver targeted customer communications.
What types of messages can be sent with Engage?
Engage can be used to send notifications, reminders, campaign messages, appointment messages, service messages and customer surveys, for example. Communications can be delivered via SMS and email.
Can communications be automated, personalised and targeted?
Yes. A message can be triggered by a change in customer data, a specific event, a call, customer activity or a predefined time.
Message content can be personalised based on contact details, and messages can be targeted at selected customer groups. This ensures that recipients receive timely communications that are relevant to their situation.
Can the service respond to recipients’ replies?
Yes. Incoming SMS replies can, for example, be directed to an agreed user, team or follow-up process.
EXPERIENCE
What does the Experience module do?
Experience brings customer experience data together in one view. The service can be used to carry out surveys and analyse open-ended feedback, public reviews and experience signals arising from customer interactions.
What types of surveys can be carried out with Experience?
The service can be used to create NPS, CSAT and CES surveys, as well as surveys tailored to the organisation’s specific needs. Surveys can be sent by SMS or email, or shared using a link or QR code.
What does AI analyse in customer feedback?
AI can classify and summarise feedback, as well as identify sentiment, recurring topics, the reasons affecting the customer experience and trends over time. This makes it easier to process large volumes of feedback and identify the most important areas for improvement.
How does Experience help improve operations?
In addition to the numbers, Experience shows what shapes the customer experience and which factors have the greatest impact on it. The organisation can target improvements at identified issues and monitor whether the results improve after changes have been made.
Can feedback trigger automatic follow-up actions?
Yes. Critical feedback, a low rating or feedback related to a specific topic can be brought immediately to the attention of the person responsible or used as a trigger for follow-up communications.
Do you want to learn more?
Tell us about your requirements, and our experts will help you determine how Moontalk INSIGHTS can support your business objectives. We aim to respond within two business days.
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