Speech Analytics
This advanced voice analysis solution automatically analyzes your customer conversations. The technology extracts valuable insights from voice interactions, identifying patterns, trends, and emotions in real time.
With Speech Analytics, you can optimize operations, improve the customer experience, and reduce costs—turning every interaction into actionable data for smarter decision-making.
Benefits That Make a Difference
Enhance Customer Experience
By analyzing customer emotions and tone of voice, you can quickly identify problematic interactions or dissatisfied customers—making it easier to intervene promptly and resolve issues efficiently to improve the overall user experience.
Boost Agent Performance
Gain insights into agent performance, enabling more effective and personalized training. Supervisors can monitor service quality in real time, enhancing both consistency and overall service quality.
mprove First Call Resolution (FCR)
Optimize customer service processes by quickly detecting the root causes of repeat or lengthy calls. This helps resolve issues on the first contact, increasing customer satisfaction and reducing agent workload.
Reduce Operational Costs
Automating conversation analysis reduces the need for manual audits and intensive supervision. This leads to significant cost savings and greater efficiency in quality control and regulatory compliance.
Savings That Drive Success
Savings in Supervision and Monitoring Costs
By automating call analysis and eliminating the need to manually review large volumes of interactions, the time and resources dedicated to quality monitoring are significantly reduced.
This lowers the cost of staff assigned to audits and manual monitoring tasks.
Reduced Average Handle Time (AHT)
Speech Analytics helps identify the root causes of long or repetitive calls, allowing you to optimize scripts and processes to reduce the average handling time.
This increases efficiency and lowers operational costs by enabling agents to manage more interactions in less time.
Lower Employee Turnover
By providing insights that enhance the agent experience—such as better training and fewer operational frustrations—employee retention improves. This leads to cost savings in hiring, training, and the productivity losses typically associated with high turnover in contact centers.
Savings Through Improved First Call Resolution (FCR)
Improving first contact resolution reduces the number of repeat calls and follow-ups, which lightens the workload for agents and allows for more efficient use of resources—ultimately reducing the costs associated with handling the same issue multiple times.
Your Customers’ Voice Has a Lot to Say
Don’t miss the opportunity to analyze their conversations and gain key insights that can drive your business forward.
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