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Speech Analytics Come to Rescue for Better CX - Sestek - ContactCenterWorld.com Blog

Speech Analytics Come to Rescue for Better CX

The customer experience (CX) refers to the interactions a business has with customers at every channel related to marketing, sales, and customer service. In general, customer experience is the sum of all interactions between a customer and a brand.

The customer experience is not just a series of transactions; It is also about emotions. What do current or potential customers feel or think about the brand? At each touchpoint, customers’ thoughts will be positively or negatively affected. So, there are important decisions to be made at each touchpoint, and these decisions will affect the experience and ultimately the success of businesses.

Why is Customer Experience So Important? 

As products and services become similar and competition heats up, customer preferences are now based on experiences with the company rather than on specific product features and functions.

As customer experience becomes the main competitive edge, businesses must ensure that their customer experience strategy delivers personalized and satisfying interactions at every customer touchpoint. These interactions have an increasing impact on customers’ overall perception and impression of brands. This makes the customer experience critical to success.

The statistical insights, we’ve read from the article Top 40 Customer Experience Statistics To Know in 2021  on customer experience, say a lot about the significance of CX.

You can find a few of them below:

  • 86% of professionals, engaged in or leading CX, expect to compete based on CX
  • $35 billion is lost every year by US businesses in customer churn caused by avoidable CX issues.
  • 83% of executives feel that unimproved CX presents them with considerable revenue and market share risks.
  • 74% of consumers are at least somewhat likely to buy based on experiences alone.

In the light of all the figures, we can say that effectively listening to customers and acting fast to close the loop on their issues are becoming more and more vital for businesses. However, the high volume of customer interactions makes it impossible to manually review and analyze them accurately. The manual reviewing process can only focus on a fraction of interactions and is far from providing holistic results.

How to Overcome the Challenge: Speech Analytics 

With the help of AI (artificial intelligence), businesses can apply in-depth analysis to customer interactions across multiple channels. These analyses include not only textual and statistical details but also emotional data. With advanced features like emotion detection and sentiment analysis, businesses can gain valuable insights to make wiser decisions.

Call centers are still at the forefront of customers’ preferred channels for interaction. Especially during the pandemic, the call traffic at this channel increased significantly. This shift calls for greater care in choosing the right tools to monitor, evaluate and analyze customer experiences.

Choosing the right speech analytics solution is very important for the correct evaluation of the vast data obtained through customer interactions. The success of the solution for speech analytics has a direct impact on the call center activities such as:

  • Call center monitoring and reporting
  • Agent performance analysis and training
  • Customer satisfaction and service quality analysis
  • Automation of quality monitoring processes
  • Crisis management
  • Competition, market, and campaign feedback analysis
  • Identification of cross-sales opportunities

As a global technology company helping organizations with Conversational Solutions be data-driven, increase efficiency, and deliver better customer experiences; we provide a very competent and proficient tool for speech and text analysis. Recently, we deployed our speech analytics product for Halkbank, the third-largest bank in Turkey.

The analytics solution implemented for Halkbank’s call center monitors all (100%) customer-agent conversations and evaluates in these following parameters:

  • Customer/Agent Anger Ratio
  • Agent Speech Duration & Speed
  • Agent Interruption/Overlap Rate
  • Agent Silence Rate
  • Agent Waiting/Hold Time During Call

This solution offers actionable insights to quality management teams to coach and guide agents accordingly to improve the service level. The implementation resulted from the inputs below:

  • 25 seconds decrease in ticketed call duration
  • 10% decrease in silent rates
  • 5% decrease in hold time
  • 75% improvement in customer anger ratio

The solution implemented for Halkbank also stands out with its high accuracy rate of 94% for speech-to-text conversion.  This high accuracy rate enables quality management teams to discover customer pain points and frictions more accurately and it also provides deep insight on how to support agents for improved performance. Click to check out our success story here.

Please visit this link for more details and case studies about our solution for speech analytics.

 

Author: Çağrı Doğan, Sestek Marketing Team, Sestek

Source: https://www.sestek.com/2022/04/speech-analytics-come-to-rescue-for-better-cx/

Publish Date: April 13, 2022


2024 Buyers Guide Dialer Solutions

 
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.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(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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