Speech Analytics
Discover the business intelligence hidden in conversations with your customers. Our Speech Analytics technology analyzes 100% of voice and text interactions, transforming unstructured data into strategic insights to improve processes, increase sales and elevate the customer experience.
Description
This technology listens and understands every conversation on a large scale to give you unprecedented insight:
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Automatic transcriptionConverts the audio of all calls into text for later analysis.
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Root cause analysisAutomatically detect why your customers are calling. Identify emerging problems, such as a web glitch or a confusing promotion, by monitoring the increased frequency of certain words or phrases.
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Satisfaction analysisMeasure the level of satisfaction of your customers at different points of the conversation, identifying moments of friction and opportunities for improvement.
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Trend and opportunity detectionAutomatically discover competitor mentions, untapped cross-selling opportunities or reasons why customers choose not to buy.
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Compliance monitoringAutomatically verify that agents are using the correct scripts, saying compliance phrases and avoiding inappropriate language.
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