Call Recording Featured Article

It's never really enough to know what someone said. Knowing how they said it is every bit as important, and that makes for a clear demand for speech analytics tools. Uniphore Software Systems recently brought out its new auMina 2.4 update, and with it, users will have a much better handle on the how as much as the what of what's said on a customer call.

With auMina 2.4, the system now includes a Voice of the Customer analytics pack that helps better determine the intent behind a customer's call. A separate pack geared toward the banking industry helps drop the risks of non-collection while improving the ability to cross-sell bank products with customers. That improves the customer experience by only offering the things that are most likely to be considered useful, and that likewise improves contact center staff morale and efficiency. Other industry-specific packs are on hand with materials that help drive success in the market center of choice, including a set of key performance indicators (KPIs) and metrics specific to the field.

Umesh Sachdev, Uniphore's CEO and co-founder, commented “We are excited to roll out this new version of our speech analytics software, auMina. This version will not only drive enhanced customer experience, but will also offer a range of solutions that will help enterprises realize their business objectives at a much faster rate. With ever–growing consumer needs, it is crucial for enterprises to deploy solutions that rapidly address key business issues. auMina 2.4 is specifically designed to drive key business outcomes for our banking industry clients.”

For a quick way to improve the contact center, Uniphore's got a pretty likely candidate here. Not only do we have a means to improve overall contact center efficiency, but we've also got a great way to bolster morale. With improved cross-selling capability based on data analysis, contact center reps have a better chance of success, and no longer need to waste either the customer's or their own time selling things no one wants. That means lower failure rates and a greater feeling of well-being as well as better profitability for the company.

It's hard to pass up a system that offers so much improvement all at once, and Uniphore definitely looks to offer that kind of improvement. Those who put auMina 2.4 to work should find more than enough to like about it.