Recordant’s speech analytics provide actionable intelligence by extracting meaningful data from the recorded content through proven, automatic methods.*
Benefits |
Solution Applications |
- Provides business intelligence without putting a human ear to the recordings.
- Classifies interactions into types such as up-sell attempt, customer complaint, service call, etc. to help identify areas of strength and weakness.
- Performs word and phrase spotting on recordings to generate near-real time intelligence.
- Sends alerts based on user-defined criteria.
- Allows queries to be performed against previously captured recordings to search for new trends and solutions.
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Market Research:
- Utilize classifications and word spotting to study customer preferences, determine customer types, gain insight into root cause analysis, determine the effectiveness of the current language, campaigns and promotions and to study competitive mentions in order to increase close rates and tailor products and services to meet customers’ needs.
Sales Force Optimization:
- Enhance selling practices by determining frequency, quality and success rates of up-sell or cross-sell attempts.
- Utilize word spots to efficiently score assessments.
- Identify best practice techniques to use in training.
- Allow user-defined alerts to notify management when goals are missed or met.
Compliance:
- Search for key terms in an associate’s required language to measure proficiency and adherence to policy.
Training Retention and Reinforcement:
- Use word spotting and classifications to locate key interactions that identify interactions where training should be applied. Measure effectiveness and retention.
- Continuously monitor use and retention from the day after training occurs to weeks or months in the future.
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Manufactured under license from the Georgia Tech Research Corporation, U.S.A. Patent Pending.
