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Speech Analytics at SESTEK - Sestek - ContactCenterWorld.com Blog

Speech Analytics at SESTEK

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?

Source: http://www.sestek.com/2016/11/speech-analytics-sestek/

Publish Date: November 9, 2016 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
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

2.) 
ComSys S.A.

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.
PH: +302109241486

3.) 
IntraNext Systems

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.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
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.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



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