We’ve partnered with the top minds in Speech Analytics to help your organization gain valuable insight to pave the way for coaching opportunities that will have a direct improvement on agent performance, compliance, productivity, and call-handling strategies.
Speech Analytics technology automatically identifies and analyzes words and phrases spoken during agent-customer interactions, revealing conversational trends and topics, as well as business opportunities and gaps. Help agents bring their A-game no matter whether you’re sitting next to them or across the country with real-time and post-call coaching features.
Listen in or read an automatically generated interaction transcript to reveal information that can help you improve agent performance, reduce costs, and provide the optimal customer experience. With Speech Analytics, you are able to save important call highlights to share with your team, uncover trends in customer needs, gain product and competitor knowledge, and capture business insights to improve your contact center’s performance.
What Speech Analytics Do:
*Gain real-time contact metrics
*Track consumer trends
*Coach service representatives
*Review automatically generated transcripts and summaries
*Access a visual analysis of sentiment
*Evaluate the performance of individual calls, agents, and agent teams.