Business Value
Speech analytics provides advanced functionality that gleans valuable intelligence from thousands—even millions—of customer calls, so managers can take quick action. Contact centers record customer conversations but, the sheer number of recordings can exceed the ability to review and analyze. Speech analytics solutions can mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. Used in combination with other workforce optimization suite components like quality monitoring and agent scorecards, Speech analytics can pinpoint cost drivers, trends, and opportunities, identify strengths and weaknesses with processes and products, and help understand how the marketplace perceives offerings.
Speech analytics is designed with the business user in mind. It can provide automated trend analysis to show what’s happening in contact centers. The solution can isolate the words and phrases used most frequently within a given time period, as well as indicate whether usage is trending up or down. This information makes it easy for supervisors, analysts, and others in the organization to spot changes in consumer behavior and take action to reduce call volumes—and increase customer satisfaction.
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