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Article : The Future of Speech Analytics

#contactcenterworld

Author: Tanika Marais, TPR manager, Connex One

The revolution of quality management for contact centres is driven by speech analytics. The ability to review all calls against a defined set of employee skills, allows managers to produce unbiased and actionable information that can be combined with incentives for quality performance.

Using speech analytics can help to determine areas for improvement, utilising tools such as positive/negative Sentiment analysis – which can easily understand trends in customer conversations to ascertain customer satisfaction.

5 THINGS THAT COMPANIES SHOULD CONSIDER WHEN IMPLEMENTING SPEECH ANALYTICS.

1. AUTOMATED CUSTOMER SATISFACTION SURVEYS

In a recent poll conducted by the Connex One Linkedin Audience, less than 40% of customers said they would provide feedback on a regular basis via a service when prompted to do so.

With a large portion of customers unwilling to provide feedback manually, customer engagement teams are now turning to AI to monitor their customer feedback with real time analysis.

Speech analytics software detects certain trends based on programmed keywords and phrases as well as variations in pitch, silences and emotions.

This information is extremely valuable for companies who can now get a complete overview of what the customer thinks of your product, without relying on customers to complete timely surveys, that often produce inaccurate results.


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2. TRANSCRIPTION SERVICES

Quality transcription converts into quantifiable data. 

Having the capability of call transcription in your contact centre can help agents reference past conversations, and easily pick up with a customer wherever the last conversation ended.

When conversations are in a written form, it’s much easier to scan for certain keywords or phrases, as well as when you need to reference particular information that was mentioned in the conversation.

Transcriptions have proven to be highly effective for training purposes. It’s a great way to showcase good agent behaviour as well as highlighting mistakes to avoid.

Agents can also choose to listen to review the script and identify possible areas for improvement. 

3. BENEFITS TO UNDERSTAND AND PREDICT CONSUMER BEHAVIOUR AND BUYING PATTERNS

AI can improve understanding complex data by going beyond just comprehending trending topics. Speech analytics can provide acoustic analytics that helps to detect silent time, over talk and vocal emotion.

This type of information can equip managers to understand what type of topics are driving the negative or positive customer impact, and can thus help agents to solve customer frustration to improve customer experience.

4. AUTOMATED QUALITY ASSURANCE

The ability to instantly evaluate calls without going through a lengthy manual process of quality assurance listening to calls free up hours of valuable time that managers can utilize to spend on coaching for excellence.

In addition, with automated quality assurance, you gain instant insight into how your customers feel about your business with IVR surveys. Agents now have the power to view their dashboards, allowing them to self-coach and improve areas of poor performance.

5. FULL KEYWORD ANALYSIS

Utilising the function of setting which keywords and phrases to watch out for can increase opportunities to up-sell by targeting how and when keywords are used.

By analysing the call data for discussions related to products, services, price, quality, location and much more, you can learn from your customers to identify what they want, and recognise potential up-sell and cross-sell opportunities, creating more sales.

This can also be a way of incentivising agents and measuring effort and attempts alongside success rate. For example, a Travel Agency incentivising the agents to sell upgrades on hotel rooms, can tag and measure "Junior Suite" as a key phrase and begin to establish a pattern with what goes into a successful sale of the upgrade.

#contactcenterworld


About Connex One:
Company LogoWe develop our own cloud-based customer engagement software that combines voice, SMS, email and live web chat into one seamless platform with integration to almost every web based application.
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

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

Published: Wednesday, September 29, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
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.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
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.

6.) 
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.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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