speechrec

Speech Analytics

ZOOM SpeechREC is a powerful speech analytics solution for small and large organizations that allows you to analyze (mine) calls for customer satisfaction patterns. Generate compelling out-of-the-box reports that will provide your organization with detailed actionable intelligence for every customer interaction.

Meet ZOOM SpeechREC

Contact center speech analytics solutions are used to literally "listen to" customer conversations to identify the reasons why customers call. The conversations are analyzed to provide input about all aspects of a company's performance: sales, marketing, product development, operations, fraud and collections – whatever is on customer's minds. Speech analytics finds hidden insights, implicit customer needs and wants, and the root causes of issues embedded in conversations. In addition, it can monitor the level of agent's compliance with contact center scripts and/or regulations.

ZOOM SpeechREC together with ZOOM CallREC captures customer interactions and structures them, transforming the content into metadata that can be searched using a rich interface. The structured interactions are analyzed using a variety of techniques, including key word, phrase, concept and contextual search.

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ZOOM SpeechREC is able to detect concepts and trends that end users didn't even know existed. This enables contact center managers and executives throughout the enterprise to address the issues that generate call volume and identify competitive challenges and new revenue opportunities.

Speech analytics deliver benefits to an enterprise's bottom line as it helps reducing costs and increasing revenue while improving the customer experience.

Contact us to hear more about our completely integrated solution.

Interested in Speech Analytics? Read the latest blog post.

Basic SpeechREC workflow

01

Search for calls
Instantly find calls containing important information. Define filters based on groups of speech tags, that address specific issues, like average handle time or compliance phrases.

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02

View details of identified calls
See list of relevant calls in customizable report. Simply sort your list of results to focus on the most important issues.
03

Listen to calls
Play recorded calls with just one click within the search results window. Calls are visualized by sound waves with a different color for agents' and customers' speech. Listen to the whole conversation, or go directly to the part of call that contains the selected speech tag.
04 Schedule evaluations
Keep your focus – quickly and effectively plan evaluations within the same window.

Replay calls with Universal Player

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See the whole interaction as a multicolor waveform with identified speech tags. Colors represent who is currently speaking: agent, customer, and cross-talk.
02

You can replay the interaction faster, select only one channel to listen to, or open the window with a recorded agent’s desktop. Three numbers represent the percentage of time an agent and a customer talk, as well as the percentage of cross-talk.
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Watch the desktop recording as a whole, with the magnifying loupe, or watch the whole recording in a separate window for greater detail.

Learn more about Universal Player

Replaying calls

Replaying recorded screens

Powerful Speech Tags

SpeechREC keeps configuring speech tags really simple. All you have to do is define a group of speech tags that will address specific issues and populate this group with relevant phrases. No entering of phonetic characters and no complicated setups. Only real world phrases in the natural language of your choice. We currently support six world languages and releasing many new language packs in the near future. Dealing with common contact centers challenges has never been easier.

stopwatchAverage handle time

Discover even slightes inefficiencies in agents' interactions in order to improve time spent with each customer on line. Phrase "Please give me a moment" spoken by the agent means waste of precious time as well as opportunity for improvement. SpeechREC identifies these performance leaks right out-of-the-box with comprehensive set of predefined speech tags.

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Executive Benefits

  • Improve Customer Retention – SpeechREC is targeted to identifying dissatisfied customers and offers an opportunity to proactively retain customers.
  • Decrease Business Liability – SpeechRECallows your business to identify and respond to potential litigation in the early stage by capturing key references of legal action in the customer conversation
  • Gain Competitive Intelligence – SpeechREC can identify competitive references that will enable the business to gather critical competitive intelligence about products, services and pricing

Contact Center Benefits

  • Eliminate Long Calls (AHT) – through behavior and agent analysis identify root cause of long calls and eliminate through training or procedural changes
  • Identify and Reduce Repeat Calls – track repeat calls, correlate to call attributes or categories, and reduce through training or procedural changes
  • Reduce QM Cost – reduce supervisor call monitoring workload through call search and call behavior tracking by agent
  • Identify and React to Call Volume Spikes – track call volume trends by call attributes, to more rapidly identify volume spikes and root cause
  • Reduce Silence (AHT) – improve procedures and training through analysis of calls with high percentage of silence or large blocks of silence
contact usContact us today to learn more about ZOOM solutions for Speech Analytics.