Enterprises and customer service organizations use speech analytics today to analyze customer interactions to assess agent performance and identify service gaps. That likely isn't news to you, but what might be is that speech analytics results rely IMMENSELY on the quality of the audio recording. That's right, with poor quality audio capture, the transcription engine struggles to discern what was said by the customer and the agent, and the results are flawed.
What's more, many audio capture solutions are proprietary and keep their recordings restricted from porting to transcription and analytics solutions. Moreover, they also keep businesses from augmenting their recordings with 3rd party data from CRM, ACD or desktop applications e.g. This makes "openness" another huge factor in audio capture.
Here are some customer service stats to illuminate the importance of these points:
48% of customers want to communicate with companies via phone (HubSpot Research)
So almost half of all customer interactions still rely on the telephone. Therefore, high quality, open speech analytics data that can be extracted from these calls (and combined with 3rd party data) is critical to derive the best customer insight. This requires full media/metadata access and system control - which not all audio capture platforms enable.
A 60% increase in profits is possible with a mere 5% increase in customer retention rates (Bain and Company)
It is six to seven times more expensive to land a new customer than to retain an existing customer. To help organizations retain existing customers, speaker-separated audio capture (which then feeds the transcription/analytics engine) helps to identify at-risk customers. Mono recording makes it difficult to distinguish over-talk, which is common during contentious interactions when a customer is highly dissatisfied. Stereo recording separates each party into their own channel for clear, distinguished playback - which helps uncover unhappy customers. The best audio quality supports upper-end audio sample rate formats including G.711 and OPUS.
Learn more about high fidelity, open audio capture here.
Publish Date: May 20, 2020 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
|3.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
|Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AI||May 20, 2020 5:00 AM|
|'Open' Audio Capture for 'Speech Analytics as a Service'||May 4, 2020 5:00 AM|
|At-Home Call Recording & Management||May 1, 2020 5:00 AM|
|Covid's Work-at-Home Impact on Financial, Insurance & Medical||April 6, 2020 5:00 AM|
|Call Recording for BPOs: What you Need to Know||February 10, 2020 5:00 AM|
|New Year's Resolution: No More Call Recording Troubleshooting||December 30, 2019 5:00 AM|
|Call Recording as a Competitive Differentiator||December 9, 2019 5:00 AM|
|Stereo Recording is Needed for Speech Analytics||October 28, 2019 5:00 AM|
|State Call Recording Laws (USA)||September 30, 2019 5:00 AM|
|Call Recording: An Agent Empowerment Tool||January 23, 2019 5:00 AM|