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Article : Do more with your Recordings

The contact center is sitting on a reservoir of terabytes of useful information.

Are you making the most of it?

When people think of the various kinds of information available from contact center tools, what first springs to mind is the data that comes from call handling applications. The contact center is the central repository for info about the number of calls that come in, how they were processed, how long they took to handle: in short, all the traditional metrics we're used to measuring in the center. Contact centers also create and use lots of raw information about agent schedules, workforce performance, and about customers. All these data points, collected in applications like workforce management and CRM tools, are important, but they are only a fraction of the total.

What people forget about is the massive storehouse of knowledge locked away in the unstructured format of the recorded voice calls. In fact, because it is unstructured, a lot of contact center professionals don't know that they can do a lot more with it than use it for simple QM evaluations and compliance storage.

The cost of full-recording has dropped in recent years. This has allowed recording equipment vendors to add value to their offerings by providing tools to leverage the actual content of the recorded calls in new and more subtle ways. Traditionally, the recordings were sifted manually by evaluators, usually on a random basis, in order to assure that agents were performing to standards.

But as tools get more sophisticated, they are able to more thoroughly analyze the recordings automatically, finding deeper patterns by comparing what they learn from the unstructured voice content of the calls with what other tools (those aforementioned WFM, CRM and business intelligence applications) know about the surrounding environment of the interaction.

When they subject their massive warehouse of voice recordings to analytics, contact centers often find that they learn much more about the success (or failure) of their business processes and their operations. Diving deeper into the recordings helps them do much more to promote a better customer experience and gives them insight into how customers and agents behave in a wider variety of circumstances. Analytics ties the activities that go on in your contact center together with the strategies and practices that are driving the rest of the organization.


Three Ways You Can Do More

There are lots of ways to uncover hidden truths about your contact center operations. Here are several suggestions for "low hanging fruit" analyses that can be undertaken quickly, with a minimum of new investment and a quick return on investment:

1. Look out for your competitors.

Much of the attention that's been lavished on analytics has gone in recent years to flavor known as "speech analytics." This set of tools, now common across a broad range of recording tools, parses the voice component of floods of calls and applies a form of speech recognition to them. But it's not necessary to go full bore into speech analytics in order to reap one of its best benefits. Simple phonetic word search algorithms can let you identify calls in which customers mention the names of key competitors. Then, you can either subject those calls to more rigorous automated scrutiny using a full blown BI or SA system, or single out that much smaller, more manageable call universe for manual evaluation.

Even manual observation of such a simple thing as competitor mentions can reveal fascinating trends. You might find, for example, that competitor mentions cluster over a particular time sequence (perhaps related to marketing events), or that they resolve differently depending on the skill set of the agents involved. These are easy to spot, and provide solid bits of intelligence that a savvy contact center pro can take action on.

2. Really understand customer satisfaction.

Customer satisfaction is more than just a single metric. It's a subtle, variable state of mind that's really more interesting when it tells you what a customer is likely to do in the future. The recorded calls, when paired with outcome data from the CRM system, tells you a lot about what call handling conditions led to what outcomes, and how the customers responded over time. Did longer calls result in more revenue, or less? Did up-sell opportunities result in more calls down the line? Did customer satisfaction scores rise in tandem with revenue? Did your measurement of the agents' selling skills correlate with actual revenue figures? All these data points are powerful and important, and many of them are hidden in the relationship between what's in the recording and what's in your other data silos.

3. Build better self-service.

No matter how sophisticated the center, controlling costs is still of paramount importance. And still the best way to do that is through self-service, the smart siphoning off of calls that don't really need to be handled by agents. But many companies, once they deploy an IVR, find that the benefits of selfservice plateau. It becomes harder and harder to identify situations that don’t require agent assistance. Enter the voice recordings. The call recorder is tracking a wide variety of criteria and conditions that contribute to the success or failure of a call, mostly from the agent performance perspective.

It's possible to look at that same canvas with an eye to finding call types or conditions that are ripe for selfservice conversion. For example, you may be able to make a correlation between calls that are unusually short: are agents finding the answer to a question very quickly? Are they using a common resource that can be put in front of a customer via IVR or the web? Or especially long calls – can you shorten them by changing the flow of the IVR system? Can you identify call clusters that imply broken processes, not just poorly skilled agents, and then fix those processes with an eye to self-service?

All of these practices are born from the idea that the contact center isn't using the information at its disposal nearly as well as it should be. Though they traditionally use call recordings merely for judging agent performance, it's clear that the potential use case for drilling more deeply into an asset that's already extant is very compelling. In fact, expending a little bit of resource in understanding the content of the calls (and not just their metrics) will help centers craft a much better customer experience, not to mention a more operationally productive center.

About HigherGround, Inc.:
Company LogoHigherGround develops data collection, information storage, and interaction analytics solutions that easily transform data into actionable intelligence, enabling operational optimization, enhanced performance, and cost reductions. Our multi-faceted, flexible interaction and call recording programs/software are reliably used for specified data retrieval requirements in mission critical industries for customers worldwide. Our expertise in data customization and analytics is reflected by our track record of winning solutions, first-rate customer service, and communication.
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Today's Tip of the Day - Recruiting The Right Staff

Read today's tip or listen to it on podcast.

Published: Tuesday, August 24, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

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
PH: +91-9549999916

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

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

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.
PH: +49 351 44529800


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511


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.
PH: +44 345 0181 070

Nuxiba Technologies

Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.


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.
PH: 877-588-2292


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!
PH: +441617102740

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...
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Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

ABOUT US IN 60 seconds!

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