Gain Valuable Insight from Recorded Calls
Offering rich insights about customer satisfaction, customer churn, service issues, competitive intelligence, agent performance and campaign effectiveness, few things can tell you more about what’s happening in your business than your call recordings. They’re practically a gold mine!
Analysing your customer calls is great for gleaning important information on how your organisation handles customers, but often, the sheer volume of calls makes it impossible to manually review and analyse them.
With our speech analytics solution, you can transcribe and analyse 100% of your recorded calls. Whilst manually you can process just a fraction of calls, our solution can automatically discover and analyse words, phrases, themes and categories spoken during calls – revealing trends or areas of opportunity/concern.
With speech analytics in the cloud, your business can:
- Improve contact centre performance by using insights to reduce average handle time and repeat calls
- Develop a better understanding of your customers with insights into satisfaction, business issues, competitive intelligence, and marketing campaigns.
- Reduce churn by discovering root cause and predicting at-risk customers.
- Enhance your quality monitoring by reviewing large samples and specific call types.
- Provide targeted coaching to agents by analysing their relative performance.
Yes, you need speech analytics
Knock your customers’ socks off!
Utilise our solution to monitor calls made in a wide range of languages, have every discussion automatically analysed – focusing on what you think is important – and gain hugely valuable insights that’ll allow you to really take things to the next level. Resolve any issues that arise quickly and easily, and continually develop your service in a way that impresses your customers no end.
Want to do more with your speech analytics?
Our contact centre solutions cover more than just speech analytics.
If you’re keen to unlock insights from text-based channels, like chat, email, and social media, you can develop a comprehensive view of the customer across both voice and text by combining the speech analytics solution with text analytics. Uncover actionable intelligence from text-based customer engagement channels and analyse, report, and take action on every spoken and text interaction with your organisation, not just voice.
Capture the complete voice of the customer—and your agents—across multiple customer engagement channels, interpret it in the context of business objectives, and then act to drive enhanced customer experiences, loyalty, and revenue.
Translate the omnichannel voice of the customer into enterprise intelligence.
Prioritise actions to improve agent satisfaction, improve operational efficiencies and create a sustainable competitive advantage for your organisation.