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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Executive Benefits

  • Improve Customer Retention - SpeechREC is targeted to identifying dissatisfied customers and offers an opportunity to proactively retain customers.
  • Decrease Business Liability - SpeechREC  allows 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 us   Contact ZOOM today to learn more about the upcoming new release of SpeechREC..