Speech Analytics

Understanding your clients better

Within contact centres across the globe, there are millions of customer interactions every day.

Despite email and web chat rising to the forefront as preferred methods of contact, the phone is still the most commonly used method of communication used between customers and businesses today.

Most contact centres record these interactions, either for training and quality monitoring purposes or as a legal requirement. And these recordings are rich with informative data about what customers want and need — and how well your company delivers it to them.

Yet, finding the data you need to review to make improvements can be a problem.

• Why is the customer calling?
• What do they think of your business?
• What kind of service have they received/are they receiving?
• What are your competitors doing?
• Why are they making this decision

Read more (The Inner Circle Guide to Speech Analytics, PDF)

Impact 360 Speech Analytics solutions can mine recorded customer interactions to help surface the intelligence essential for building effective customer strategies. They can help you pinpoint trends and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by the marketplace.

Speech Analytics solutions can also help you identify and then react to key changes within the market place immediately – a big advantage over your competitors.

Other benefits include:

• Gain insight from recorded calls to help reduce costs and improve products, processes, competitive advantage, and the overall customer experience.
• Better understand customer behaviour by categorising and analysing call content automatically to tell you why customers call, reveal the root cause of customer perceptions and high call volumes, and identify competitive threats and opportunities
• Better focus your quality monitoring program by automatically sending calls about key business issues to supervisors for review
• Accomplish more with fewer resources by sharing high-value intelligence across the enterprise with automated workflow tools
• Benefit from a lower total cost of ownership, increased security and a greater return on investment when implemented as part of a Workforce Optimisation solution

Read more (Verint Brochure: Speech Analytics Guide, 2.93MB, PDF)

Read more (Verint Brochure: Impact 360 Speech Analytics, PDF)