SpeechMiner® Speech Analytics Module

Overview

Is Speech Analytics working for your contact centre? Would you like to know when a customer is about to leave? Do you have your best agent handling the call? Would you like to have key calls flagged for immediate analysis? With the award-winning SpeechMiner®, the speech analytics platform, you can.

With unmatched accuracy, SpeechMiner® will deliver precise insights into your contact centre performance and customer behaviour. Use this intelligence to optimise your contact centre and improve the customer experience in order to increase revenue per customer, while minimising costs and gaining a competitive edge.

Using sophisticated, patented speech recognition technology, SpeechMiner unifies speech recognition and analysis into a single process. Conduct speech analysis on any live or recorded voice calls or customer interactions in your call centre to quickly identify pain points, areas of success, and issues that affect overall service. It can alert supervisors when agents deviate from the script, miss required KPIs, or use inappropriate language, it can even tell you if agents have forgotten to say something, like a special promotion. You will begin to quickly and accurately identify important business trends, customer insights, revenue opportunities and competitive situations.

Language is no longer a barrier to effective business intelligence. SpeechMiner® analyses conversations in 54 different languages and dialects (far more than any competitor), and it has been deployed on three different continents. Only with such extensive language support can multinational companies accurately analyse all of their customer interactions, no matter which languages their customers speak.

Download more information or contact one of our Call Centre Solutions Specialist to discuss your requirements in more detail.

Your Powerful and Agile Speech Analytics Solution

Web Dashboards
Personalised Web Dashboards delivered by SpeechMiner® enable ongoing visibility into contact center performance and customer feedback. Non-technical end-users can easily customise their dashboard to deliver exactly the information they need, and SpeechMiner® automatically displays only the data each user is authorised to see.

Extract Data From External Databases
Data held by external applications and related to a call can be extracted by SpeechMiner® and linked directly with the respective calls. Then SpeechMiner® correlates its unique speech metrics with these external metrics. This provides a single consolidated source for all your call related data.

Discover New Information About Your Customers
Quickly and accurately identify important business trends, customer insights, revenue opportunities and competitive situations. SpeechMiner® analyses each call for critical business topics and events with unmatched accuracy. The system precisely "listens" for all topics discussed by customers and contact center agents and then identifies and categorises exactly what took place within each interaction.

Monitor Agent Performance
Significantly improve agent performance and reduce risk. Monitor and report on agent scripts, regulatory and call flow adherence, attitudes, and accuracy. Even for situations in which a call may have different types of agents (for example, calls including a transfer). Zero-in on problematic calls to identify potentially serious and costly issues and/or a need for specific training.

Search By Words and Emotion
Mine calls for required or forbidden words and phrases for any marketing, quality control, compliance, or general interest reasons. Emotion Detection identifies agitated or pleased speakers based on the tone and manner of speech.

Powerful Analytics and Reporting
Enhance the customer experience and reduce attrition. SpeechMiner® calculates, correlates and predicts Key Performance Indicators. Its direct, precise measurements enable effective decision-making.

Global Language Support
SpeechMiner® can analyse conversations in 54 different languages and dialects and it has been deployed on three different continents. Analyse every customer interaction, no matter which language customers speak.

Independant Analytics Engine
SpeechMiner® connects to and analyses recordings from any recording platform, providing maximum flexibility no matter which or how many different recording systems are used and ensuring investment protection if a company chooses to change recording vendors in the future. If a company operates in a heterogeneous environment with different recording products, uniform analysis and reporting throughout the enterprise is assured.