Enterprise Speech Analytics for the Call Center
Speech (Contact) Analytics is the leading solution to improve contact center and enterprise performance through conversational analytics (text and speech analytics). It immediately reveals insights from automated analysis of communications between you and your customers across multiple channels – including phone, email, chat, social and more.
Delivered as a cloud-based or on premise call center monitoring solution, It is transforming call center performance management with the following key capabilities:
Industry Leading Insights Engine
Performance insight from conversational analytics is delivered through the analyst application, which provides flexible ad-hoc analysis of your customer interactions. The powerful search and discovery features allow analysts to find and play back contacts containing certain words and phrases or other characteristics. Eureka also helps determine root causes through topic analysis and automatic outlier identification.
Speech Analytics Solutions to Meet Your Needs
Originally built to scale for the largest enterprises and data, it’s product capabilities include all channels of customer conversations including calls, chat, email, and social, and offers solutions for both large enterprises and smaller call centers.
The Agent Portal automates the performance management process by providing direct call center performance feedback to managers, supervisors, and agents.
Live brings real time quality monitoring to call center supervisors and analysts by automatically monitoring in progress calls for the presence or absence of specific language or acoustic characteristics.
Light delivers the power of the enterprise platform in packages specifically tailored to smaller call centers for automated customer service quality scoring, sales effectiveness evaluation, or collections compliance risk mitigation.
For Customer Service: General agent quality for customer service and support organizations
For Collections: Compliance and risk mitigation for collections agencies
For Sales: Agent sales effectiveness for sales organizations
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