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.
Basic SpeechREC workflow
Replay calls with Universal Player
Learn more about Universal Player
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.
Average 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.
Have you ever wondered if agents ask specific question or gives mandatory information to each and every single customer? You don't have to browse through hundreds of calls anymore just to hear phrase like "Don't forget to visit your physician if your problem persists." SpeechREC does the hard work for you and instantly searches for missing parts of the conversation.
Contact Center Benefits
Contact us today to learn more about ZOOM solutions for Speech Analytics.