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The Solution Made Easy™ Speech Analytics solution enables you to extract business intelligence from your agent-customer interactions. Revolutionary Speech Analytics and call mining tools allow you to understand what customers want, and how your agents are responding to customers. State-of-the-art speech recognition technologies listen to call center conversations and keep track of what is being said. The innovative technology quickly identifies call trends that until now were too costly and time consuming to uncover through labor-intensive, quality monitoring practices.
Any organization that utilizes a Call Recording solution records agent-customer calls can benefit enormously from the gold mine of business intelligence that lies buried in call records. In an increasingly competitive market, businesses must have the agility to deliver the right products and services that customers demand. The Solution Made Easy™ Speech Analytics solution helps organizations attain the valuable business intelligence necessary to meet these demands.
Obtain better and timelier customer information. Using Speech Analytics to measure the effectiveness of a marketing campaign or up-selling efforts, organizations can quickly determine success and effectiveness – or a lack there of – and proceed accordingly.
The Solution Made Easy™ Speech Analytics solution provides a straightforward, cost-effective way to access and leverage the valuable information that businesses already possess – derived from everyday voice interactions between their customers and agents.
Identify the most frequently used word combinations over time to develop trends in customer calls and identify the topics that lead to repeat calls. Once major trends are uncovered, the reason for the customers’ calls can be identified. For example, Speech Analytics could be used to categorize and automatically tag and send calls to your Quality Monitoring application for supervisors to listen to, identify and evaluate, and then report on the reasons for the repeat calls. The policies and procedures that the contact center put in place to satisfy the customers’ needs could then be evaluated. In addition to lowering contact center labor costs, this also enhances the customer experience.
All contact centers want to listen to calls that help improve the customer experience, agent performance, and business processes, but they don’t want to listen to calls that are not relevant to the task. The Solution Made Easy™ Speech Analytics solution reduces manual listening by classifying calls into buckets by topics and subtopics, so that only the relevant calls are monitored. Since most contact centers listen to more than twice as many calls as necessary, implementing Speech Analytics can immediately reduce the time required to review calls by an average of 50%.
The most prevalent cause of customer dissatisfaction is being placed on hold, or getting the run around and suffering multiple transfers. CTI data only tells part of the story – a customer was put on hold and transferred. The Solution Made Easy™ Speech Analytics solution can be applied to on-hold calls and used to identify the topics of calls that lead to being put on hold in the first place. Once the reasons for customers being put on hold are identified, management can take remedial action to handle those call types more efficiently.
Once a contact center has used the Solution Made Easy™ Speech Analytics solution to identify why customers are calling, specific categories of calls can be directed to other channels, such as the Web or IVR.
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