Speech Analytics is one of our most successful products at SESTEK. Here is how it works and how we make it a great product:
Who makes use of Speech Analytics?
Contact centers are the key customers for Speech Analytics.
How does it work?
We convert all contact center conversations into text.
Once these conversations are on text, we can analyse both conversational and emotional features from a variety of perspectives.
Our conversational feature includes: agent speed, monotonicity, agent/customer share in talk, silence ratios, agent/customer interruptions and block speech presence.
Our emotional feature includes: Customer/agent anger probabilities, durations and locations in conversation.
SA product has also features such as query search, topic identification and comprehensive reporting. It is also possible to integrate web-chats into this product.
Why is Speech Analytics useful?
We provide performance reports about call center operations.
We reduce operational costs and increase call center efficiency.
We decrease average handling time by identifying the reasons for long silence durations.
We increase service quality and customer satisfaction.
We allow companies to establish marketing and competitor strategies according to customer feedback.
We generate score cards to evaluate the agent performance.
So far, contact centers have been our major customers. What other industrial/business settings can Speech Analytics be useful?
Publish Date: November 9, 2016 5:00 AM
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
Award-winning PCI compliance phone and multi-channel payment application.
PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
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