Speech Analytics Software - A Flexible Solution for Organizations of All Sizes
Immediately impact business performance with a streamlined speech analytics software solution.
cc: Analytics, CallCopy’s phonetics-based speech analytics software solution, quickly locates key words and phrases contained within call recordings – identifying opportunities for reducing risk, leveraging business intelligence and improving operational efficiencies across the organization.
Key Benefits of Using Speech Analytics Software:
- Low total cost of ownership (TCO) – Low hardware requirements, fast implementation and no expensive professional services engagements combine to deliver a low TCO.
- Fast time-to-value – cc: Analytics delivers business value sooner, without the need for lengthy up-front assessments or calibration periods.
- Small hardware footprint – A single server can analyze up to 1440 hours of calls per day (the equivalent of 180 agents working eight-hour shifts). Additional servers can be added as needed.
- Easy to use – cc: Analytics does not require a dedicated analyst to operate. Results are intuitively displayed within the interface, and are easily fine-tuned.
Speech Analytics Software Key Features:
- Key word/phrase spotting – Phonetics-based engine mines up to 100 percent of call recordings, identifying key words and phrases identified as being business critical.
- Phonetics-based engine – Delivers accurate, near-real-time results, compatible with non-standard words such as jargon, slang and foreign words in native tongue.
- Silence detection – Detects abnormal pauses or holds, indicating potential workflow issues and areas needing process improvement.
- Confidence scoring – Ensures accuracy and minimizes false positives by assigning probability scores to results.
- Stereo recording – Distinguishes between customer and agent, and locates instances of cross-talk.
Knowledge Sharing Through Speech Analytics Software
Our speech analytics software allows organizations to quickly search large volumes of audio for multiple terms of interest and audio files containing the specific term(s) can be accessed quickly and easily. This ability to locate key phrases in continuous audio extends the benefits of speech analytics software beyond the contact center by allowing the business intelligence that is gathered to be shared across the entire organization, including marketing, legal and administrative departments.
By delivering lists of audio samples requiring further analysis, our speech analytics software locates the proverbial needle in a haystack, allowing reviewers to take a highly-targeted approach to satisfying your unique business goals.
Speech Analytics Software Benefits
- Quickly spot new trends in call flow.
- Identify agent coaching or up-training opportunities.
- Improve internal process adherence.
- Quickly locate satisfied or disappointed customers.
- Assess business drivers.
- Locate mentions of competitors.
- Extend business intelligence throughout entire organization.
Critical Business Intelligence Gained Through Speech Analytics Software
Our speech analytics software engine is capable of making multiple searches across thousands of recorded calls to identify valuable business intelligence. cc: Analytics allows organizations to quickly locate and retrieve calls that contain mentions of competitors, phrases indicative of decreased customer satisfaction and other service-level KPIs.
Improved Risk Management with Speech Analytics Software
cc: Analytics speech analytics software significantly improves risk management by delivering the unique ability to monitor up to 100 percent of calls. This enables a full view into corporate risk status.
Effective Insight Through Speech Analytics Software
Our solutions provide organizations with an overall view of performance across their entire operation. Near-real-time indicators of potential compliance issues allow for fast intervention, improving both agent performance and customer satisfaction.
