Speech Analytics
Listen to the voice of your customers! With our conversion software you will be able to transcribe to text 100% of the calls received by human operators/agents. With excellent precision, you will be able to identify both the voice of the customer and the human agent who served them, quickly identifying opportunities for improvement, cross-selling and avoiding service cancellations.
Transform quality and compliance
Always be on top of quality and compliance as 100% of interactions in your contact center are automatically monitored, analyzed, and scored by advanced AI. Be promptly notified of regulatory risk, customer dissatisfaction, or anything that is important to your business.
Improve CX and ROI
Use our reporting tools to tap into thousands of calls as a potentially transformative source of insight for customer experience as well as to drive new marketing, operational and coaching strategies.
Drive agent performance
Understand your team’s performance and morale wherever they are. Provide agents with highly detailed, objective feedback on their interactions. Streamline your quality management processes to free up time for managers to provide targeted coaching.
Find the calls that matter
Advanced filter and search capabilities allow you to search through hundreds of thousands of calls based on almost any datapoint including keywords, phrases, sentiment, and your own call metadata.
Unlock, and learn from, every conversation
Unlock the content and sentiment of every one of your calls and interactions as a source of data for your business. Access advanced reports to understand call drivers and macro trends to inform operational and marketing strategies, then drill down into the data to identify coaching opportunities and best practices that you can scale across your team.
Refreshingly simple to use
Compared to our competitors, Speech Analytics has an incredibly user-friendly, business-focused interface, meaning that your decision-makers will be able to access game-changing insights at-will without the need to go through a data analyst and wait for results. And, you can be up and running in a matter of days as a result of our straightforward, streamlined implementation and integration process
Improve the customer experience:
- Increase the satisfaction with less waiting times and high resolution range on the first call.
- Reduce frustration by avoiding callbacks for the same reason.
- Retain customers and increase engagements with personalized interactions.
Detect in the voice of the customer:
- Age and gender
- Customer attrition analysis
- Root-of-cause analysis
- Acceptance or rejection of new offers
- Dissatisfaction with customer support or product purchase
Quality KPI measurement:
- Interaction time
- Timeouts
- Dialogue times
- Transfer calls
- FCR – First Contact Resolution
- Call transference
- Re-calls for repeated causes
Successful case:
“Live dissatisfaction analysis in banking”
Banjercito, one of the main Mexican banks, was looking for a partner capable of providing them with the ability to actively react when a situation of dissatisfaction ocurred in a call between a client and an agent. Also, as part of their strategy to improve their contact center experience, they wanted to detect customer withdrawals or cancellations.
We implemented a voice analysis solution integrated with Genesys and hosted in the facilities, being able to transcribe and generate conclusions about dissatisfaction and recalls in both live and batch calls.