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Speech analytics: Contact Center

We offer INLIMITED Audio Analytics solution for recording, speech recognition, speech to text, processing, classification and analysis of contact center calls, which automates the entry of call details into the contact accounting system, promotes efficient work with complaints and proposals, and ensures compliance of operators’ speech with speech scripts.

 

The solution is suitable for solving problems from the first call – one of the main tasks of any hotline, as well as for telephone sales, – to ensure effective communication with the client.

 

The trend of recent years is the automation of contact center processes, because with proper configuration, it increases work productivity, customer satisfaction and reduces costs. Speech analytics for the contact center allows you to improve the quality of service, increase customer loyalty, avoid the spread of negative reviews.

Possibilities of applying the IT solution

Increasing the number of analyzed calls from hundreds per month to millions

In a day, the contact center can receive from tens to several thousand calls. A quality manager can listen to about 35 calls per day, because it is also necessary to issue evaluations in parallel, enter data into CRM, record the client’s reaction, etc.
 
With this work organization, the quality control department evaluates 15-20% of calls. Audio analytics can raise this indicator to 70-80%.

Reducing the "human factor" and saving operator time when entering conversation details into the system

The text appeal, topic and keywords of the conversation are automatically added to the customer card, therefore the operator pays more attention to providing a qualified response to the request and shortens the call processing time

Increasing the level of customer satisfaction with service

The solution, recognizing the customer’s speech in particular, can automatically detect calls where the customer complains about long waits, operator incompetence, communication problems, requests to call a manager, etc.
 
The function determining the emotional color of the conversation will come in handy when the client mentions the company’s products and services

Monitoring compliance of personnel actions with corporate ethics

The solution provides an opportunity to analyze a large volume of records by 15+ parameters without listening. The supervisor just needs to apply the filters:

  • operator scripts: “greetings”, “detection of problematic issues”, “additional offer”, “conversation summary”, etc.
  • qualities of service: “apology”, “parasite words”, “forbidden phrases”, “repetition”, “foul language” and many others
Improvement of language scripts

Visualization of key indicators, report export system and automatic notification provides opportunities to test language scripts, identify trends and patterns, monitor operator efficiency, see problematic issues and areas of growth
 
All of this can be used to train operators and more effectively build business tasks for staff

Key features

The creation of thematic speech dictionaries for the customer's industry contributes to the high quality of transcribing and recognition of proper names, names, names of goods and services
Speech to text conversion for further speech analysis
Speech to text conversion for further speech analysis
Classification of conversations by specific topics
Automatic detection of the subject of the appeal
Automatic detection of the subject of the appeal
Definition of a set of phrases to which the solution responds, with the possibility of their further addition
Definition of key and prohibited phrases, language scripts
Definition of key and prohibited phrases, language scripts
Speech recognition of people whose voices are in the solution's database and recorded in the appropriate conditions
Voice identification of the operator
Voice identification of the operator
Classification of the tone of the conversation according to the context: positive, neutral or negative
Determination of the emotional color of the conversation
Determination of the emotional color of the conversation
Advanced search by various parameters and content filtering system
Search and classification of audio materials
Search and classification of audio materials
A standard set of analytical indicators with the possibility of their expansion and visualization
Visualization of key indicators in analytical dashboards
Visualization of key indicators in analytical dashboards
Reports in a format convenient for the customer, automatic filling of formed templates
A system for exporting reports based on pre-created templates
A system for exporting reports based on pre-created templates
Programming alerts for quick response to events
Alert system based on pre-created events
Alert system based on pre-created events

Increasing the level of customer satisfaction with service by 20-25%

  • Speech analytics – the ability to obtain valuable data from requests that come verbally, via contact phones
  • Automatic detection of topics of complaints and suggestions and keeping statistics on them
  • Determining the share of dissatisfied customers and corresponding problems, preventing customer churn
  • Reduction of the influence of the “human factor” due to automatic recording of the history of communication with the client
  • Automatic call processing – the operator pays more attention to providing a qualified response to the request
  • Increasing control of compliance of staff speech – regulations and corporate ethics
  • Analytics contributes to the improvement of language scripts, the possibility of testing them and selecting the most effective
  • Employee performance tracking, more effective construction of business tasks for personnel
  • More effective formation of marketing offers and competitive advantages
  • Receiving additional information for making effective management decisions
  • Broader possibilities of forecasting and forming a view on current and future patterns of customer behavior

IT solution formats

The solution is located on the side of the service provider, and the customers get access to the office configured for their tasks
Software as a Service
Software as a Service
The system is independent and closed from external providers, built according to the individual requirements of the customer
Hardware and software complex
Hardware and software complex

News by topic

TOP-3 ways to improve the quality of service in the Contact Center
The trend of recent years is the automation of all processes, because with proper configuration, it increases work productivity, customer satisfaction and reduces costs. We give examples of how to improve the quality of service to requesters together with INLIMITED Audio Analytics.
calendar 28 February 2023
Inlimited Audio Analytics: fast call processing, excellent service
TOP-5 reasons to use the Inlimited Audio Analytics solution right now.
calendar 27 July 2022
Speech analytics: employee control, customer understanding
With in-depth expertise in Natural Language Processing, we have developed Inlimited Audio Analytics solutions for service sector and contact centers.
calendar 29 June 2021
INLIMITED became a member of the All-Ukrainian Association of Contact Centers
With practical experience in creating technological solutions for audio and video analytics for customer service, our company seeks to strengthen the work of the Association's Information Technology Committee.
calendar 10 June 2021
Speech Analytics for Call Center
How to increase Call Center customer satisfaction by 20% and reduce application processing time to a few minutes? - Take advantage of the Inlimited solution.
calendar 06 October 2020
We did it: the intelligent system recognizes the Ukrainian language
Having received the support of Micro Focus (UK) and the National Academy of Sciences of Ukraine, our company has learned artificial intelligence to understand and reproduce the Ukrainian language.
calendar 02 December 2018
AI-powered Audio-analytics. How Can It Be Useful for You?
We suggest that you familiarize yourself with the advantages and implementation of audio-analytics, which has become a new trend and is spreading across various business activities.
calendar 23 September 2020
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