Artificial Intelligence Emotional Voice Analytics Drives Performance Improvement
Our cloud-based Voice Analytics solution is ideal for contact centres and contributes to effective contact centre performance management by providing objective-led, consistent and valuable insights for each call.
Not only does the software automatically process 100% of customer interactions, it’s powerful in-built Artificial intelligence detects different emotions as well as speech, music and void periods.
Proven to help improve customer satisfaction by detecting displeased, uncertain, disappointed or happy parts of conversations, it provides statistics revealing opportunities to streamline processes and eliminate unnecessary on-hold or void times resulting in reducing average call times, improved performance and more satisfied customers.
Emotional Voice Analytics Delivers Proven Return on Investment
ROI on average
Increased customer retention
More effective inbound sales
Reduce authority issues by spotting critical calls
Features of Voice Analytics
Increase Customer Retentions
Manage the quality of customer call handling
Start retention workflows by filtering out the most displeased customers. Respond and react promptly to displeased customers to improve both customer retention and customer handling.
Reduce agent turnover
Train and coach with transparent feedback
Increase loyalty and give better training of contact centre agents by providing them with transparent and objective feedback to enhance their coaching and performance. Use regular reports and automated suggestions to keep them well-trained and maintain consistent quality management.
Raise call handling efficiencies
Reduce average call times and answer more calls
Identify unnecessary music and void times during call handling. Understand the root cause and implement action to minimise the instances whilst reducing average call times and increasing call handling quality levels. Track each agent to monitor differences and identify best practice within the team.
Identify mishandled calls
Reduce potential legal cases arising from badly handled calls
Use keyword and emotion filters to locate call disputes and threatening calls that could end up as legal cases. Identify the calls and respond pro-actively by calling back the customer and managing the situation before it escalates.
Increase sales conversion rate
Share successful selling techniques
Increase sales conversion rates by identifying successful and unsuccessful sales techniques by analysing different speech styles, monitoring keywords and emotional interaction. Share successes with the team by providing meaningful metrics to maximse successful sales calls.
Automated agent calling
Raise efficiencies with automated feedback on key metrics
Provide a transparent analysis of each agents progress and key metrics. Highlight areas of expertise, personal development and training requirements. Identify your star performers and those who require additional coaching.
Over 40 years experience
We are proud of our experience and accredited engineering team that enables u to work with our clients as their trusted partners offering unified communication and collaboration solutions fit for the modern workplace.
W take the time to understand your business objectives and challenges to ensure our recommendations meet your company-wide needs and requirements. Our solutions embrace new ways of working.
Get teams collaborating across your business and remove departmental silos by providing the means to work from anywhere on any device. Bring your remote workers together so they are part of the conversation.
We’re here to support you every step of the way