What Is Speech Analytics?
Reveals insights from automated analysis of communications between you and your customers across multiple channels – including calls, chat, email, texts, social media, surveys and more.
Searches transcripts for hits on key data categories and rolls-up data to compare and score performance to business goals.
Understands agents' best (and worst) practices including sales and collections (objections, rebuttals etc). Create scorecards to amplify across all agents. Understand compliance to corporate messaging, disclosures and legal compliance for instant analysis and truly objective coaching.
How Can It Benefit You?
Proof of Concept
Run a proof of concept with your own data, and let experts build an initial setup based on your business requirements. Prove speech analytics is the right fit for your business and find the ways it will pay for itself.
How It Would Help Your Business
Assess Agent Performance: Are they conforming to company/brand policy, compliance monitoring, or completely automate your QA program.
Help Supervisors: Pinpoint coaching opportunities at a glance without listening to calls. Learn from high performing agents.
Increase Sales/Collections: Learn what language works and when to use it – objections and rebuttals, upselling, follow up and closing.
Customer & Competitive Insights: Hear what customers are saying about your products, services, your company and your competition.
Improve Marketing: What marketing strategy and campaigns are working, and which are not and why.