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According to industry analysts, companies that capture and analyze customer contacts and intelligence
are better positioned to make an impact on enhancing customer experiences, cutting costs, increasing
service levels and improving quality management. Coupled with automation tools that analyze the
content of voice calls, or call center audio streams, and proactively identify recurring themes,
topics, issues and trends, organizations will be better prepared to make informed decisions that
benefit customers, as well as the company's bottom line. Speech recognition can have an impact
on such improvements, including enterprise effectiveness, ROI and customer satisfaction.
According to one report, revenue from core speech technologies will grow from $505 million in
2001 to $2 billion by 2006.
eQuality CallMiner combines leading-edge speech recognition technology, statistical methods and
data mining techniques to automate the review of recorded contact center calls.
CallMiner's CoreEngine uses state-of-the-art speech recognition technology to enable businesses
to create searchable databases of voice recordings in the contact center. This new tool provides
contact centers with the ability to uncover and analyze trends in what customers and agents are saying.
The voice recordings captured through eQuality are used to develop easily searchable data, enabling
users to identify key words or phrases in the interactions.
Through its TrendMiner data mining tool, users can perform simple searches for specific words,
or construct complex rules for analyzing emerging trends captured through customer interaction
recordings in eQuality. By then producing statistics that indicate the subjects and frequency
of topics, TrendMiner formats all analytics into an interactive charting tool that allows users
to drill down into calls for further detail. This valuable trending capability can help contact
centers and their management teams make informed business decisions to improve quality and customer
satisfaction.
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Benefits: |
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Improve efficiency by automating elements of agent quality management / sales verification process - reduce business risk
by identifying agents who aren't adhering to the script |
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Improve based on analysis / segmentation / measurement of calls against
additional dimensions. |
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Staff can spend more time gathering strategic
information and making comparisons across calls to improve conversion rates and impact
revenue growth |
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Gain early visibility of trends in customer
support issues so remedial action can be taken early |
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Increase competitive advantage by allowing sales and
marketing teams to track critical customer attitudes, needs, and requirements - and conduct
ad-hoc analysis as required |
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