ISI Telemanagement: Speech Analytics Solutions for Contact Center Management
July 28, 2014
By Tracey E. Schelmetic
TMCnet Contributor
All companies should be listening to their customer support calls. For the agents handling the calls, of course, this is extra critical for any company committed to good customer service. But agents aren’t the only ones who should be listening to customers. Marketing and advertising should listen to determine whether campaigns are working, and for ideas for new ones. Product managers should be listening to better understand customers’ needs. Executives should be listening to support their long-term growth strategies for the company.
It’s impossible, of course, for everyone in the company to listen to all customer calls. This where speech analytics solutions become a vital element. Analytics, coupled with call recording, can examine all customer and agent speech for keywords, mentions of competitors’ names, pauses, words indicating conflict and more. They can categorize calls for evaluation and be used to search databases of calls for specific types of calls. They can also ensure that the company is attaining compliance with any external or internal rules or regulations.
Today, however, analytics solutions can handle more than just calls. Solutions such as ISI (News - Alert) Telemanagement’s newly launched Infortel Speech Analytics provide customers with the ability to uncover vital customer information buried deep in not only voice recordings, but also video as well as chat sessions and social media announcements. It can analyze interactions across multiple contact center sites and platforms and organize the intelligence gathered into a single format for streamlined analysis.
“Acoustics, pauses, sentiment, and inflection are all automatically organized and evaluated,” wrote ISI’s Justin DiSandro in a recent blog post. “Users also gain the ability to search recorded content for specific keywords and phrases, and playback only the interactions that pertain to the search. This provides a platform for visually analyzing comparative data on performance and key metrics. This information can then be used to develop an advanced, personalized training protocol.”
Traditionally, many contact centers searching for a speech analytics solution have approached their call recording solutions provider for an analytics module. ISI Telemanagement, with its call accounting solutions and telecom auditing solutions, is a seasoned provider of products that allow contact centers to remain compliant and profitable. As a result, a speech analytics solution is a natural extension of the company’s product family.
The result is a solution that works for companies regardless of why they are choosing to analyze calls, or even if they do it for a variety of reasons. It’s a great next step for any company hoping to make better use of agent resources, boost customer engagement and satisfaction, remain compliant and legally protected or simply get a better picture of how the company is meeting its long-term goals or strategies.
Edited by Stefania Viscusi