Analyze Speech-PRO

Speech analytics software for conversations between a company and its customers is designed to automate the processing of audio recordings in contact centers, government services and customer service points.

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Relevance

91%

Interaction

companies believe that interaction with customers by phone will remain an important component of contact centers

60%

Optimization

companies determine the success of investments in automation by reducing costs and increasing productivity

48%

Scaling

companies in Russia consider automation of analytics of client requests as a means of business scaling

Opportunities

Visual quality reports

Checklist Report

Convenient operation with the audio signal

Support for all common audio formats

Supervisor's functional workplace

Automatic evaluation of operators

Interruptions Report

Clickable navigation through the text of the service session

Channel-by-channel analysis of operator and client speech

Categorization of calls by keywords

Online notifications of critical events

Extensive administration capabilities

Flexible configuration of users and data access rights

Operational setup of checklists and dictionaries

Work map

Each service session is automatically translated into text with the separation of the operator's and client's speech

1

Synchronization with the contact center metadata is carried out in the background

2

Supervisor creates checklists and categories; compliance report is generated in real time

3

Аналитические данные используются с целью корректировки бизнес-процесса или оперативной проработки ситуации

4

Применение

Контроль корректности общения

Выполнение скрипта обслуживания

Разрешение проблем обслуживания

Отслеживание жалоб клиентов

Предотвращение оттока клиентов

Случаи прямого отказа от обслуживания

Отсутствие слов-паразитов

Лексика, говорящая о некомпетентности

Контроль повторных обращений

Контроль перебиваний

Эскалации на руководителя

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