Speech Analytics adds that layer of information you need to make more informed decisions.
Quickly identify key words and phrases. Search them. Then take action!
What will Platform28 Speech Analytics deliver for you?
Platform28 Speech Analytics is a critical component of customer satisfaction. The solution captures critical business intelligence from every call and helps ensure business and legal compliance. When used in combination with Platform28’s other components such as quality monitoring and agent scorecards, Speech Analytics helps pinpoint cost drivers, trends, and opportunities.
The feature is cost effective to implement and easy to deploy:
- Configurable to your unique needs, requirements and specifications —record, monitor and analyze what you need, when you need it.
- Optimize operations while maximizing customer satisfaction by combining with other Platform28 features
1. Help Ensure Compliance to Regulations and Policies
Monitor every call or simply audit a selection of calls. Speech analytics help you discover phrases, and identify infringements or mistakes that can lad to compliance issues.
2. Optimize Internal Processes
This is all about setting the bar: monitor customer calls to assure agents are following your scripts and practices. Understand sentiment and most importantly watch that agents are conveying the best answers or required information.
3. Understand the needs of your customer better
Truly listening to the voice of your customer helps you identify and analyze needs, affinities and trends. Also helps you open new doors: when they ask questions that help improve or uncover market gaps, you can use these to identify new market opportunity.