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'Open' Audio Capture for 'Speech Analytics as a Service' - OrecX - ContactCenterWorld.com Blog

'Open' Audio Capture for 'Speech Analytics as a Service'

Several speech analytics vendors are now offering their solutions as a service. So-called Speech Analytics as a Service (SAaaS) presents a unique opportunity for businesses to mine their customer interactions for business intelligence and customer insight without the significant capital outlays and time required with premise-based approaches. Moreover, with so many agents working from home these days, SAaaS can also mine remote interactions. 

Regardless of where the interactions take place, however, it all starts with audio capture and recording. To most effectively leverage a cloud analytics platform, you want to ensure you're choosing an audio capture solution that offers hi-fidelity audio, unrestricted access to your recordings and control over how that unstructured data is shared with a transcription and analytics engine.  

With this level of audio quality, access and control, your business can easily and effectively uncover root causes of service failures, potential compliance infractions, customers at risk of defecting, agents in need of additional training, and so on.

What's more, with the right audio capture system and SAaaS solution, you can be up and running with recording and analysis in mere days, instead of weeks or more with premise based products. Any updates to the software will be instantly accessible, and your IT team is freed up to focus on other projects.

A non-proprietary audio capture solution not only provides unrestricted access to (and control over) your recordings, but it can also be used with several speech analytics vendors at the same time. Suppose you use one vendor for real-time authentication, another to monitor 'voice of the customer', and yet a third for advanced analytics?  The same audio capture engine can work across all of these vendors simultaneously. This helps you reduce costs and streamline your analytics program. 

Interested in learning how a standalone audio capture solution can impact your business? Click the button below.

Source: https://blog.orecx.com/blog/open-audio-capture-for-speech-analytics-as-a-service

Publish Date: May 4, 2020 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from OrecX

Recent Blog Posts:
"Open" Audio CaptureJune 10, 2021 5:00 AM
Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site EnvironmentsApril 7, 2021 5:00 AM
Audio Recording is all about Control - Are you in Control?March 29, 2021 5:00 AM
Speech Analytics: Garbage in, Garbage OutJanuary 5, 2021 5:00 AM
The Many Advantages of Modern and Open Call Center PlatformsNovember 18, 2020 5:00 AM
Remote Agent Recording is Now ImperativeOctober 14, 2020 5:00 AM
Audio Recording for Speech Analytics: Buyer Beware!July 20, 2020 5:00 AM
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Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AIMay 20, 2020 5:00 AM

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