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Conversational Analytics: The Secret to Quality Customer Service - Sestek - ContactCenterWorld.com Blog

Conversational Analytics: The Secret to Quality Customer Service

Poor customer service costs businesses about $75 billion annually. Given this tremendous loss, having poor customer service is not something you can ignore. To avoid ending up with a service your customers are unhappy with, you need to understand and answer their expectations effectively. And you can do this by listening to your customers, in other words, monitoring and analyzing their conversations.

Analyzing Customer Interactions

Customer interactions across different service channels include invaluable insights about customer behavior, the latest trends, and business productivity. To unveil these insights, you need to apply in-depth data mining methods, and thankfully, with today’s conversational analytics technologies, you can do that easily.
Conversational analytics, also called conversational intelligence, converts natural language conversations into a machine-readable format and extracts data from them. Using artificial intelligence and machine learning technologies, conversational analytics collects, analyzes, and makes sense of interaction data from multi-channels.

The heart of customer conversations: Voice Interactions

According to McKinsey, live voice interactions through a call center are crucial in providing high-quality customer service in a digital age. Therefore, analyzing call center interactions which can be defined as call center analytics, becomes more critical in evaluating the customer experience.
Call center analytics gives essential details about customer service through collecting, measuring, and reporting performance metrics within a contact center. To track call data, evaluate agent performance, and determine service quality, call center analytics uses the following criteria:

  • Average call abandonment rate
  • Percentage of blocked calls
  • Average waiting time
  • Average response speed
  • Average call time
  • Resolution of the request at the first call

It evaluates elements that directly impact the customer journey and gives businesses essential details about customer satisfaction, probability of customer loss, agent performance, campaign efficiency, etc.

What to look for when selecting an analytics solution?

Using analytics tools to uncover hidden insights in call center interactions is key to ensuring high-quality customer service. But not all analytics tools are created equally. To get the most out of this technology, there are some key features to look for:

  • High speech recognition accuracy for automatic monitoring and identification of script adherence, acoustic indicators, and sentimental features
  • Easy-to-use statistical comparison tool for instant identification of the granular differences between top-performing agents and others
  • Real-time sentiment analysis, real-time notifications to supervisors, and real-time triggers for API actions
  • Fast response times and query results
  • Intuitive solution supporting multi-tenancy for different teams, business units, and operation
  • A simple interface where users can enjoy visual query design without any coding requirement

Why is Knovvu Analytics the answer?

Knovvu Analytics collects 100% customer interaction data and transforms it into actionable business intelligence. By applying advanced data mining and quality management technologies, Knovvu Analytics helps decision-makers objectively evaluate business performance and make the right decisions to improve customer service.
Knovvu Analytics outperforms the competition with the following features:

  • Higher performance through faster response times and faster query results than the competition
  • Single solution supporting multi-tenancy for different teams, business units, and operations
  • Easy to use interface where users can create visual queries with no code
  • Objective analysis of script adherence, acoustic indicators, and sentimental features with AI-based quality management
  • Instant notifications on prohibited words, urgent customer inquiries, or regulatory issues with real-time analytics
  • Statistical comparison that identifies best-performing agents and reveals training needs for underperforming agents

Sounds like what you need?

If Knovvu Analytics sounds like what you need, fill out the form here. Our team will contact you soon to figure out how we can help.

 

Author: Sestek Marketing Team, Sestek

Source: https://www.sestek.com/2022/09/conversational-analytics-the-secret-to-quality-customer-service/

Publish Date: September 17, 2022


2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.) 
Daisee

Daisee
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-...
(read more)

6.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.) 
Medallia

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

9.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

10.) 
Voxjar

Voxjar
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...
(read more)
 



View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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