Know Your Customers with Speech Analytics
Companies in every industry today face several critical business challenges – the need to increase revenue and market share, acquire new customers and retain existing ones, drive operational process efficiencies, ensure corporate and regulatory compliance, and increase overall customer satisfaction and customer experience. Management uses various data available to them: transactional data from sources such as CRM systems, IVR systems, billing, and other data warehouses scattered about the company.
Can you answer these questions?
- Exactly why are customers contacting your company? Are there product or process issues / quality that need to be addressed?
- What sales offers / marketing campaign have we been making? Which ones resonate with which prospects and customers – and why?
While “traditional” structured data may provide partial answers to these questions, there remains an incomplete view of the organization and its customers. What’s missing is information from the customer interaction itself. What was communicated exactly, and when, between the customer and the representative?
Speech Analytics is no longer a nice to have feature in a contact center, and it can:
- Tell you WHY your customer calls you (sentiment, dsat, csat).
- Help you to listen to the Voice of Customer.
- Help you to pin point spot area of improvement.
- Help you to increase sales.
- Help you to improve customer service.
NICE Nexidia Speech Analytics instills analytics deeply into organization, providing valuable insights about customer behavior over every touchpoint of their journey with the enterprise. With the ability to mine vital agent and customer interaction data, recorded calls through call center, organizations begin to live, learn and breathe by the analytical insights found in the troves of information at their fingertips.
NICE Nexidia Speech Analytics software is the key to unlocking hidden insights for improved customer satisfaction and loyalty, greater operational efficiency, and better agent performance. We have combined best-of-breed technologies for both real-time speech analytics and historical (post-call) evaluation, to quickly categorize and analyze 100% of your voice communications.
- Phonetic Indexing - By converting the entire conversation into a string of phonemes, words or phrases, the basic units of speech, our indexing technology can instantly identify a predefined list of words or allow free text searches. Fast and highly scalable, this approach is perfect for assessing calls as they happen and triggering next-best-action agent guidance or supervisor alerts.
- Speech-to-Text Transcription (STT) - This approach converts entire audio spoken words exchanges into standard text, facilitating deeper data mining. By independently identifying patterns, across many recordings and channels, our STT technology helps you analyzing and find root causes and trending topics in customer interactions.
Download white paper contains benefit of Speech Analytics for your organization.
Selindo Alpha is an authorized partner of The NICE Nexidia in Indonesia, which is the most comprehensive approach to customer analytics available today. Contact us for any demo / inquiries.