Voice Analytics Blog
360 Smart View of Interactions at Scale Nearly every organization is challenged with getting a grip on its effectiveness with all its constituents. The focus today surrounds customer interactions as the primary target these days. There is a challenge to get the story...
7 Top Contact Center trends & Predictions for 2021The contact center industry has faced more disruption over the past few months than it has for decades. This has driven businesses to rewrite their call center workbooks and adopt new models that will ensure their...
Today, call centers using human scoring score less than 5% of volume
due to cost and technological limitations. With automated call scoring,
machine learning algorithms train using results defined by humans
(hot lead, rude agent, upset customer, etc.) to score calls instantly.
Enterprise organizations are beginning to understand the tangible value that contact center operations bring into the fold. And a majority of that value is found buried deep inside the hundreds of thousands of calls that go in and out of the call center on a daily basis. However, manually sorting through countless customer conversations for information is a costly and time consuming undertaking.
NLP gives computers the ability to derive meaning from large amounts of unstructured data like text and recorded speech.
By processing text and conversational data, health providers can classify, extract, and summarize large amounts of data for business and operational insights.
Call centers are a rich source of sensitive personal information, particularly financial information such as credit card details. They are the main channel where customer problems are addressed, and sensitive data are shared. Personal data such as credit card numbers and social security numbers hold great financial value and are often bought and sold on the dark web by cyber criminals.
Many organizations are hungry to understand what customers and prospects think of their brand, products, services, and unique relationship. To this end, organizations are trying to move from reactive responses to negative experiences to proactive real-time action at the time of both positive and negative interactions.
How to track and measure sales and marketing campaigns in your outbound call center for superior results.
There is so much data embedded in our voice such as pitch, tone, speed, volume, etc, that is more critical to understanding what is being said, than the words themselves.
Voice analytics is the process of using speech engines to process audio recordings, convert speech into text, and extract insights from voice data. Analysis of the speech patterns, emotions, and other signals from the speaker provide powerful clues to call centers of how to provide better service to their customers.