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
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|2.)||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.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
|8.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|"Open" Audio Capture||June 10, 2021 5:00 AM|
|Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site Environments||April 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 Out||January 5, 2021 5:00 AM|
|The Many Advantages of Modern and Open Call Center Platforms||November 18, 2020 5:00 AM|
|Remote Agent Recording is Now Imperative||October 14, 2020 5:00 AM|
|Audio Recording for Speech Analytics: Buyer Beware!||July 20, 2020 5:00 AM|
|Call Recording Laws you Need to know!||July 13, 2020 5:00 AM|
|Value in Analyzing 5.25M Spoken Customer/Agent Words a Day||June 2, 2020 5:00 AM|
|Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AI||May 20, 2020 5:00 AM|