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Sunday, July 1, 2018

It’s Time for Real-Time Speech Analytics

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Are you looking for a way to help your agents be more efficient? Search no further. Speech analytics solutions can have a tremendous impact on your contact center efficiency, quality and compliance. By listening to and analyzing every word spoken during customer service interactions, you can find places where agents are struggling, topics that cause the most customer frustration and customers who may be likely to abandon your brand.

But why wait until the calls are complete to gain these insights?

Real-time Speech Analytics analyzes the words spoken on a call in real-time, providing valuable insights to the agent that they can act on immediately. Real-time Speech Analytics can deliver:

  1. Contextual Knowledge: provide relevant information to agents without searching.
  2. Compliance Reminders: remind an agent to say specific, required text based on the situation.
  3. Discover Potential Churn: pinpoint a customer’s frustration and provide agents with the ability to offer the customer something extra.

Real Time Information, Real Time Alerts, Real Time Speech Analytics

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In this brief video, we cover a few examples of how Real-Time Speech Analytics can help your organization deliver the benefits mentioned above—and how you can simplify, modernize and automate your interactions to deliver an enhanced customer experience. Check out the video.

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