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Speech Analytics in the Contact Center – Reveal the Unknown |
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With ASC´s trend-setting speech analytics software, customer needs will be even more thoroughly identified and analyzed.
Speech analytics optimizes customer processes in a cost-effective manner, increasing customer satisfaction and differentiation from competitors at the same time. By using automatic classification and categorization, emotion-detection, keyword- and phrase- spotting identify the most interesting, critical and useful interactions for any organization with a high volume of communications.
Furthermore, by using transcription followed by schematic comparison, unstructured information in calls and text-based communications are transformed into structured data. Based on that process, extended evaluation and reporting features can autonomously recognize, analyze and respond to the actual meaning of communications. In this way, companies will automatically learn about trends in customer preferences.
Different departments, such as quality and process management, marketing or sales can use speech analytics to identify their potential for improvement and act accordingly. Also, new corporate strategies can be developed by using the results of customer interactions, analyzed by ASC software. In the future, this dynamic customer relationship management will help companies excel. |
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