Speech Analytics

Analyze, Act and Monitor Voice of customer

Voice of customer that lies in recorded interaction is a treasure of information that can uncover many unknowns. Speech Analytics solution is an audio mining technology, that enables contact centers to harness critical business intelligence to shape their KPI’s from voice interaction that would otherwise be lost. Our Speech Analytics solution helps you to structure millions of recorded interactions into information that can be interpreted for the purpose of measurement and performance improvement through state-of-art phonetic speech tool and discover:

  • Why customers are calling?
  • What customer wants?
  • What is impacting critical business drivers?
  • What are current market trends and opportunities?

Traditional Quality Management constraints

Traditional Quality Management is manual and time consuming process with primary focus on the Agent. It is a crude agent evaluation process that involves reviewing a manually picked very small random sample of interaction, assessing them for general quality standards and then generating reports based on average scores. Traditional Quality Management does not depict true picture of business performance. Ability of Speech Analytics to categorize and quantify recorded interaction makes it a cost-effective, robust and reliable tool for effective quality management.

What Speech Analytics can do for you?

Our speech Analytics is a powerful tool that helps you to analyze millions of calls and extract critical business values to optimize customer experience, sales, collections, retention and revenue. Quantified data captured through voice of customer analytics can help you to perform:

  • Call Driver Analysis
  • Root cause analysis
  • Trend Analysis
  • Compliance Assurance, Script Adherence
  • Predictive churn Analysis
  • Handle time analysis
  • Customer sentiment Analysis
  • Competitor offer Analysis
  • Repeat Call analysis
  • FCR (First call resolution) Analysis
  • Customer Retention Analysis

           And the list continues……

Business impact

Contact centers can improve efficiency and customer experience by analyzing recorded employee-customer interaction to unearth insights on improving 3 “P’s” (people, processes and procedures). Speech Analytics can help your organization to:

  • Reduce operation cost and boost revenue
  • Improve customer experience
  • Increase Upsell & cross-sell
  • Improve Customer loyalty
  • Reduce Call volume
  • Enhance Regulatory compliance & minimize risk and liability
  • Enhance business efficiency