Call Center Management Featured Article
Ozonetel Makes Live Call Analytics Possible for the Call Center
Call center software provider Ozonetel has announced the launch of an all new AI-powered Speech Analytics Dashboard for Call Centers that company officials say will make it possible to track and analyze live calls, in real-time.
Ozonetel’s new Speech Analytics Dashboard will provide key data including an agent’s speech rate, speech volume and the customer sentiment happening on the call. The real-time capabilities can help call center managers step in and assist on escalated calls, offer training where needed and even help marketing departments to better understand customer needs and pain points.
Managers have the ability to intervene on calls that have escalated or simply improve the audio quality of a call so it doesn’t degrade the experience being had.
In the traditional call center set up, recordings happen and are then stored for later listening. Oftentimes those recordings are only looked at when a problem arises or questions surface.
Managers simply run out of time for regular assessments for quality and training.
Now, having access to a live feed from the call center to listen in on calls removes all of these roadblocks and offers new opportunities for businesses to grow and reach their goals.
With AI-based sentiment analytics it’s possible for managers to also monitor the progression of a customer’s experience throughout a call, categorizing them into: happy, sad, fear, surprise, neutral, angry and dissatisfied emotions - uncovering those areas where better training may be needed.
Chaitanya Chokkareddy, CIO, Ozonetel said this latest release from the company is, “an invaluable new tool to improve the quality of customer service.”
“This dashboard can provide businesses with better feedback, and customers with improved service quality and faster redressal. In the future, businesses may use speech analytics to gamify call center representatives’ dashboards. The marketing department may use this data to keep a pulse on customer sentiment or to assess feedback on certain products or campaigns. Overall, with AI-powered Speech Analytics businesses can now tap into the vast data that call centers gather, leading to better services, and much happier customers,” said Chokkareddy.
Edited by Maurice Nagle