Speech analytics is a pretty important tool to improve overall call center operations. It is a software solution that converts unstructured conversations, such as phone calls, into structured outputs, which are then structured using a variety of techniques and turned into metadata.
Depending on your industry and challenges, speech analytics addresses the financial impact of improvements in customer satisfaction, call volume reduction, average handle time, first call resolution, call escalation, churn, and sales conversion.
Speech analytics lets you quickly search large volumes of audio for multiple terms of interest. Audio files containing the specific term(s) can be accessed quickly and easily. This ability to locate key phrases in continuous audio extends the benefits of speech analytics beyond the contact center by allowing the business intelligence that is gathered to be shared across the entire organization, including marketing, legal and administrative departments.
Take this technology and pair it with SIP and you have a solution that can catapult call center success even further.
Last year, SIP Print partnered with Nexidia (News - Alert) to bring speech analytics to its call recording solutions, allowing customers to analyze their recorded calls, fix problems, cut costs and make critical decisions for operational transformation.
“The ability to search and analyze recorded audio to produce more targeted call and agent evaluation helps companies identify opportunities to increase collection effectiveness, reduce risk and enforce processes,” said Jon Ezrine, SVP and chief operating officer of Nexidia, at the time of the announcement. “We’re excited to work with SIP Print (News - Alert) to provide the benefits to the SMB market, given their success at targeting mid-sized companies.”
As companies start incorporating big data, they are increasingly turning to speech analytics to get a better understanding of customers. Most speech data is unstructured, and speech analytics can mine that data to help determine the sentiment of customers. Executives can then use the data to make changes to improve quality and boost customer loyalty, sales and revenue.
Edited by Alisen Downey