Speech analytics

Automatically record and analyse voice calls to reveal insight and drive action.
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Speech analytics helps your contact centre understand everyday conversations between customers and agents better. By automatically identifying, categorising and analysing words and phrases used during a voice call, trends, opportunities, and areas of improvement are revealed. This insight can then be used to enhance engagement, compliance, operations, agent performance and overall business strategies.

Benefits

  • Monitor repeat callers by searching for related key phrases like “calling again” and “the previous agent”. Isolate specific issues related to why the second call was required and use this to identify improvements such as scripting changes, agent training or knowledgebase updates.
  • Identify root causes of customer churn. Use this to predict at-risk customers and proactively address potential issues before it’s too late.
  • Offer real-time guidance to agents to help them retain customers and resolve issues more efficiently.
  • Obtain a more granular understanding of the customer’s experience of your products, processes and service levels. Understand the underlying drivers in order to positively influence and predict customer experience metrics like NPS, customer effort and customer satisfaction.
  • Improve agent conversations by identifying behavioural or knowledge related detractors and use this as an opportunity for coaching. A long pause in a conversation, for example, could indicate a gap in agent product knowledge.
  • Stay in touch with the emotional and mental well-being of your agents by detecting frustration, stress, anger an taking suitable action in terms of training, counselling or offering additional support.
  • Alert supervisors to specific issues such as escalating emotions and/or the use of profanities to allow for immediate listening-in, intervention, and corrective action.
  • Automate quality monitoring to reduce the need for a large QA department, resulting in significant cost savings.
  • Use data to understand call drivers and take the necessary remedial action to reduce call volumes.
  • Reduce talk time by finding periods of silence or longer than average calls to identify issues that are training priorities.
  • Identify which agents are better/faster at handling certain queries and/or customers and automatically prioritise the routing of these interactions to those agents.
  • Present contextual customer-relevant information to the agent desktop to reduce hold-time searching and overall handling time.
  • Improve sales conversion rates by automatically and in real-time identifying opportunities for upselling and cross-selling, prompting the agent to take immediate action (such as offering discounts or complementary products and services).
  • Identify scripting and behavioural best practices that can be shared/reproduced by other agents to increases sales or acquisitions.
  • Save time and money on market research by automatically collecting and analysing data from actual customer calls. Insight could include how the marketplace perceives your offerings, competitive intelligence, identifying strengths and weaknesses with products and processes, and emerging trends or opportunities, amongst others.
  • Identify non-compliance risks using word/phrase detection as well as monitoring the steps in the process being followed.
  • Automatically scan voice calls and flag incidences of non-compliance related to government regulations, industry rules and internal policies for future follow up. This reduces the exposure to risk and costs related to potential litigation, damages and regulatory fines.

Challenges

Contact centres cannot afford to manually review all calls, resulting in non-compliant agent behaviour, lost customer insights, and increased risk.

Traditional agent performance metrics don’t always reflect the quality of the interactions or help identify areas for coaching, training and improvement.

Voice calls provide a wealth of instant, relevant data but it is difficult to mine, analyse and turn into actionable customer insight.

Pinpointing the root cause of a poor customer experience is a challenge – making it hard to remedy and improve.

Calls often need to be transcribed for further analysis, but factors such as background noise, accents, and cross talk can result in low levels of transcription accuracy.

Key features

Simple, visual interface

Easy to interpret dashboards and graphics help you extract the most value from your caller data – no specialised knowledge required.

Semantic intelligence

Leverage Verint’s semantic intelligence and over 70 patented technologies to provide a deeper understanding of the meaning and context used in conversations.

Combine data to drive action

Easily augment business data (such as successful sales, information from customer satisfaction surveys or service usage) with speech analytics to create insight and drive action. This could include script adjustments, agent behavioural training, agent/customer matching and much more.

Automated theme discovery

Perform automatic theme discovery on recorded calls to identify and group words that are contextually related. This will help you easily identify rising trends and potential problems before they escalate.

Highlight agent training opportunities

Immediately identify and action agent training opportunities by highlighting incidences where agents overtalk, emotions escalate, there are extended periods of silence, and more.

Assist in root cause analysis

Leverage conversational analytics by identifying and grouping themes and concepts so that a deeper meaning and understanding emerges.

Easily identify new contact centre trends

Real-time dashboards and monitoring provide a visual and holistic view of all voice calls, revealing trending conversations, and the reasons for customers initiating contact.

Automate quality management

Ensure compliance by accurately and automatically reviewing 100% of calls while lowering the human capital requirement and reducing costs.

Track and monitor custom categories

Easily create your own category that can be tracked and tagged across all voice calls.

Extract emotion, tone and other metadata from calls

Voice calls are not only transcribed but valuable metadata such as emotion, tone, overtalk, unusual periods of silence, and more are retained.

Proactive real-time analytics

Trigger immediate intervention by proactively notifying supervisors or the agent of a potential up-sell opportunity or non-compliance.

Extensive data insight

Export and benefit from unlimited and uncensored access to your call transcriptions. This includes metadata such as sentiment, emotion, and silent times – all of which offer context and insight that would otherwise be lost.

Semantic indexing

Transcribe and index full words, and groups of words, rather than just phenomes (the units of sound in a word that determine its distinctive pronunciation and meaning)

High level of transcription accuracy

Gain a complete and accurate view of all contact centre conversations.

Analysing Customer Interactions

Highly integrated ecosystem

Speech analytics is a solution that complements other modules such as automated quality management, e-learning and workforce management. Automated workflow between these modules allow for a highly coordinated and efficiently managed workforce.

ROI

Speech analytics can be viewed as a highly flexible and powerful tool that has numerous applications and realises multiple benefits for businesses. As a result, the ability to achieve an ROI can typically be realised in as little as 6-12 months.

Getting started

The speech analytics module is deployed as part of the INOVO hosted contact centre solution. However, it can also be implemented as a standalone product and calls can be imported from your existing contact centre solution.
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