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Voice Analytics

Name: Voice Analytics
Rating: 4.5 (2 reviews)

By XDROID

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Highlights : About Voice Analytics

Increase in-call productivity

Software automatically detects in-call speech, music and void periods

An average call-center has about 30% nonproductive in-call period

It totals of 13.000 hours a year in a 100 seat call center

It is not just operator’s but also the customer’s valuable time

Emotion analysis for improve customer experience

Measure emotions in each call

Differentiate between happy, neutral, uncertain, disappointed or displeased moods

Keyword detection

Validated return on investment

About Voice Analytics

Xdroid’s Voice Analytics solution is an Automated Performance Management platform for contact centers based upon speech and True Emotion Analytics. It uses machine learning and AI capabilities in combination with CRM and NPS data to give a deep insight into the quality and performance of the contact center as a whole as well as of individual agents. In addition, it is an effective commercial asset for customer retention. VoiceAnalytics is an automated voice performance management for call centres, customer service teams and UX-based roles. It analyses 100% of calls daily/hourly and processes it to identify emotions (displeased, happy, uncertain, disappointed, neutral), keywords and phrases used (protocol, products, critical words), speech style and quality markers (articulation, intonation, pitch, speed, together-speech etc.) and productivity (speech, music and void times) in calls. The software helps in increasing operations efficiency and customer retention. It also reduces internal agent turnover to raise the efficiency of call handling and boost sales conversion rate, among other things.

Specifications

Business Size

Startup

Deployments

Premise

Language Support

English

Platforms

Product Details

Benefits

Increase customer retention’s efficiency

Start retention workflows by filtering out the most displeased customers. Immediate and efficient reactions to the displeased customers improve both customer retention and quality of customer handling.

Reduce internal agent turnover

Increase loyality and give better training of call center operators by providing them transparent, objective feedbacks, rating and coaching about their performance Use regular reports and automatic suggestions in order to keep them well-trained and maintain a consistent quality management.

Reduce authority and legal cases

Use keyword and emotion filters to locate threatening calls that probably end up in authority or legal case. Reduce the number of these harmful cases by calling back the customer and handle the situation in a proper way before it’s too late.

Raise efficiency of call handling

Reduce unneccesary music and void times during call handling and analyse root causes of them. Decrease average call times and increase quality of call handling in parallel. There might be lots of differences even at operator level, so track and analyse each call.

Boost sales conversion rate

Increase sales conversion rates by analyze successful and unsuccesfull sales attempts. Reveal differences in speech stlyle, keywords and in other meaningful metrics. Method can be applied to either direct sales or to offers during inbound calls.

Automated agent-coaching

Provide a transparent and objective track of each agent’s progress. Increase your operator’s train level and efficiency by using automated feedback on each key metrics.

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