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How speech analytics can provide competitive business advantage and value

How speech analytics can provide competitive business advantage and value

As suggested in my earlier blog, the technology and solutions available nowadays allow seamless and successful implementation of advanced speech analytics. Based on a poll from our recent BBA Webinar:

  • 8.4 per cent of respondents said that speech technologies are already being used at their bank/company;
  • 27.3 per cent of respondents said that they are already implementing a range of innovative speech analytics solutions;
  • 54.5 per cent of respondents said that they are now reviewing different options/offers to  implement speech analytics;
  • 8 per cent of respondents said that they are not interested to use these technologies now.

Uses of speech analytics are maturing and extending far beyond the boundaries of contact centres. According to recent market reviews, the top three business areas of speech analytics are: improving quality of service and operational effectiveness and efficiency, understanding the customer experience/capturing the voice of the customer, and improving sales effectiveness. These areas are indicative of the continued innovation, expansion and adoption of speech analytics.

End users are finding more practical ways to use and apply both post-call and real-time speech analytics solutions, a trend that is expected to continue. Predictive analytics will be instrumental in the future of contact centres and voice based communication channels.

Below are just some examples of what our solutions can be used for:

  • Automated post call/event survey – automated service where the caller will leave feedback in natural speech and the system will analyse the call and return valuable information in required format and info dimensions.
  • Call steering through the customer’s natural voice – IVR – contact centre automated call steering through the analysis of natural speech in order to either answer the call automatically or transfer the customer to the right consultant immediately.
  • Contact centre quality assurance and regulatory requirements management – automated service that can monitor the quality of calls, highlight problematic areas and calls, monitor fulfillment of regulatory requirements and provide contact centre management with information on the above either in real time or post call.
  • Automatic voice verification of a caller –  consultants/agent receives real time biometric confirmation of the customer’s identity during the entire conversation. (identification through questions or similar means is eliminated).
  • Automatic filling of forms – via voice input automatically or supervised by agent.

In case you would like to know more about this topic, we have prepared in cooperation with the BBA a business breakfast on 6th July.  Please click here for more information, and to register.

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