ContactUS brings value to client relationships through the innovative use of technology, including speech analytics and multi-dimensional data visualization for KPIs. We leverage these key technologies to heighten our clients’ business intelligence, and to coach and train our customer service representatives to optimal performance. We offer all standard quality monitoring processes, but we also go above and beyond by smartly and uniquely mining 100% of calls to identify actionable insights which impact performance and the overall customer experience. We combine a traditional Quality Assurance team with speech analytics and dedicated Business Analytics resources, to continuously improve performance. We consistently outperform our clients’ internal teams and our competitors, using insights gained through this technology and have also incorporated this approach to help multiple clients implement improved processes (e.g. websites, e-commerce experiences, up-selling, cross-selling, etc.) within their own organization.
MAKING BUSINESS INTELLIGENCE SMARTER WITH
What is Speech Analytics?
The analysis of recorded calls to collect customer interaction information in order to acquire valuable data related to the organizations operational processes, performance, strategies, products and contact center customer representatives. Speech analytics quickly locates key words, phrases and trends contained within call recordings, identifying opportunities to leverage business intelligence, reduce risk and improve operational efficiencies across your organization.
Who uses Speech Analytics?
Contact centers that are trying to increase efficiency, impact ROI and track specific marketing efforts – all through the use of speech analytics. Companies utilize speech analytics to identify the voice of the customer and improve operational efficiency to enhance their brand experience.
- Communication Companies
- Financial Institutions
- Healthcare Providers
- Utility Companies
Why Speech Analytics?
Our dedicated team of analytics experts will work with your contact center team to define, implement and execute on a speech analytics strategy for your organization. We will collect unstructured data, compile it in a usable format, analyze the reports and present the data in a way that means the most to you. This allows you to focus your time, resources and training where they are needed most to impact your customer service and bottom line.
Why use Speech Analytics?
By mining data from 100% of your customer interactions, we provide valuable business intelligence for multiple areas of your operation. ContactUS can help you drive positive change and lower your operating costs while improving overall customer satisfaction.
To learn more about speech analytics and the measurable value it can provide to your organization, click here to read our case studies.Learn More
Benefits of Speech Analytics
- Increase First Call Resolution
- Reduce Average Handle Time
- Increase Sales Revenue
- Script Compliance
- Reduce Customer Attrition
- Improve Self-Service Experience
- Trend Analysis
- Automate Quality Assurance
- Detect Product/Service Flaws
- Improve Effectiveness
- Gather Competitor Information