ZOOM International

ZOOM's SpeechREC speech analytics solution delivers real business and performance value to your organization

Executive Benefits

• Improve Customer Retention – SpeechREC is the industry first speech analytics platform targeted to identify dissatisfied customers and offer an opportunity to proactively retain customers. Proactive retention = Protention©
  
• Decrease Business Liability – SpeechREC speech analytics 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 speech analytics 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