[November 29, 2004]

Continental Deploys Witness Speech Analytics Solution

BY DAVID R. BUTCHER

Continental Airlines (quote) recently deployed Witness Systems’ ( news - alert) eQuality CallMiner to automate call segmentation and to aid in the allocation of reservation center resources in the airline’s Tampa, Florida-based reservation center, performing automated call classifications. Similar to NICE Systems’ call recording and call saving for training/analysis, eQuality CallMiner offers an option to companies seeking a speech analytics solution. Witness’ eQuality CallMiner combines speech recognition technology, statistical methods and data mining techniques to create searchable databases of agent/customer voice interactions in the contact center, available for future analysis.

Continental, which both employs 900+ customer service representatives in this center and has been a Witness customer even before this recent deployment, uses the solution to search and interpret interactions by identifying predefined key words or combinations of words/phrases.

After key words have been determined and calls are taking place, the software converts the audio calls into text and statistics about what was said and the context around the conversations. The solution enables Continental to categorize customer interactions by call type, as well as to provide metrics about which customers call the reservation center and why. This call classification process assists the airline with decisions about which calls to direct to its Internet, self-service or automated speech system channel, reducing expenses in the reservation center and freeing call center agents to handle high touch customer service and high value, revenue-generating calls.

Over time, analysis of the calls’ content makes visible any trends and patterns within the airline, allowing decisive action regarding any number of the business’ service to be taken.

Using eQuality CallMiner, Continental has been able to reduce the costs associated with compiling its Call Mix Survey, a system that collects and tabulates detailed information on incoming calls at the company’s reservation center. The speech analytics solution automates the process, saving significant time and resources as the airline classifies customer calls into more than 50 categories for analysis, including sales calls, flight information, seat assignments and reward redemption.

The insight offered from eQuality CallMiner provides Continental with information that can allow the airline to better manage and leverage its resources. Management can also review myriad interactions sampling, gaining both key metrics and perspective to drive business goals and objectives.

Witness’ eQuality CallMiner is jointly developed with CallMiner Inc., a provider of speech analytics technology designed for contact centers.

For more information regarding this product, please visit www.witness.com.

David Butcher is assistant editor for Customer Inter@ction Solutions magazine. He offers this version of the company’s news in adjunct with a previously posted, misunderstood composition.

David R. Butcher is assistant editor for Customer Inter@ction Solutions Magazine.

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