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

Classification of conversations by specific topics

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

Speech recognition of people whose voices are in the solution's database and recorded in the appropriate conditions

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

Advanced search by various parameters and content filtering system

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

Reports in a format convenient for the customer, automatic filling of formed 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

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

The system is independent and closed from external providers, built according to the individual requirements of the customer

Hardware and software complex

News by topic

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28 February 2023

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29 June 2021

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10 June 2021

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