Statistics and numbers can only give you half of the picture. Quickly identify the calls where the customer is unhappy. Only when you have that full picture can you make truly informed decisions about how to direct your agents and company.
Gain a deep understanding of your customer intentions and feelings to predict future actions of customers.
Gain an understanding of the feedback you get from your customers.
Our deep machine learning to separate terms based on their emotion and sentiment.
Accurately predict if a customer intends to act according to what was stated.
Rule-based and automatic approaches ensure complete accuracy.
Our systems update with every call to keep the information relevant.
The creation of models help predict future outcomes.
Ensure accuracy by utilizing human resources to validate results.
The most sophisticated voice analytics on the market for quick accuracyFind Out More
We have developed our own application specifically for call center analytics.
Yes, our dedicated speech analytics team will help craft your initial queries and help continuously optimize them as humans validate the results.
We are the only solution on the market that ensures accuracy by removing all false positives with human review.
Your call center’s main purpose is to provide impeccable customer service to protect and retain your organization’s greatest asset; the customers. However, it is nearly impossible to create customer loyalty with a customer who calls your business once orRead More
Quick question, when was the last time you took a long hard look at what makes your customer base tick? If it’s either been a while or you’ve never come around to it, then you need to keep reading this. Once a strategy reserved for the ‘Apples’ of theRead More
In the light of cost savings, budget cuts and possible redundancies, it may seem almost suicidal to splurge on your employees- and it is. However, you will be delighted to know that you don’t need to shave even a millimeter off your bottom line toRead More
Although social platforms and cloud computing currently dominate the call center landscape, there are hosts of other technologies that are adept at helping businesses drive value for their call centers. And even with DMG reports predicting cloud-basedRead More
An auto mechanic who is in tune with data (pun intended) can tell you that your fan belt is due for a change in 2,000 miles and would advise changing it today to avoid future labor costs. An airline company that knows more than your frequent flier numberRead More
With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing) is and how it works. In this article, we will look at what it is, how we use it, and how it helps us provide you withRead More
What do Donald Trump, Coca-Cola, and Taco Bell have in common? They’ve all been slapped with a lawsuit as a result of breaching the Telephone Consumer Protection Act at some point in their existence. So what is the Telephone Consumer Protection Act allRead More
Speech analytics is such a large topic that, in this article, we are going to go through some of the most common questions that we get asked, and by the end of the article, you should be able to explain what is speech analytics in a call center? There areRead More
There has been a huge increase in the ability of speech analytics tools over the years. Post-call speech analytics were slow, inaccurate, and difficult to manage. Now, they are so fast and accurate that you can utilize real-time speech analytics (RTSA), withRead More
As the demand for quality customer service increases, call center managers are constantly bombarded by Quality Assurance companies. Those companies propose to smooth out the so-called “bumps in the road” often experienced when managing QA. This article isRead More