Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights.
No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
Proactive Dealer Solutions used Voice analytics solutions to analyze every call going in and out of their dealerships to learn more about their customer journey. What they discovered allowed them to take action and improve processes internally to optimize the way customer interactions were handled, which had positive impact on their sales.
Last week the VoiceBase team traveled from San Francisco, CA to Orlando, FL for one of the largest collaboration conferences in the U.S., Enterprise Connect!
AI-Powered Speech Analytics for the Data-Driven Enterprise: Visit Us at Enterprise Connect! March 18-20, 2019
This is the leading conference and exhibition focused on enterprise communications and collaborations.
As an analyst, you work every day with raw data, trying to make sense of the figures so that coworkers can turn it into actionable information. But the vast majority of your coworkers and end users are not analysts. They don’t think in terms of metadata, database schemas, or ETL logic. This can cause a huge communication barrier between you as the analyst and the business end users.