Speech Analytics, when a business used this technology
effectively, it can help in to identify Customers’ Needs & Expectations and
can also direct the area of better opportunities for improvement at the both
levels – Agents & Business. This latest speech to text technology helps various
companies derive actionable insights which are needed to boost sales, enrich
customer satisfaction, improve agent performance, gain fruitful marketing
intelligence and drive other key metrics of industries. The quicker a business
can analyze interactions content, the better its ability to take crucial steps
to enhance its processes and policies.
Speech analytics technology is widely used across call
centers, here you can know various benefits of speech analytics for call centers if use effectively. With the advancement
of cloud computing technology, speech analytics software can be delivered via a
SaaS option, which help in brings this technology within the scope of even
small contact centers.
(Image Source: Aureon)
Benefits of Speech Analytics Technology:
Long term
Growth:
·
Retain Your Customer – All you need
to identify the causes of churn, so you can effectively work on them
·
Boost Business Revenue – Find more
opportunities of upsell and cross sell via easy as well as difficult
applications built in a just a fraction of time
·
Improve Your Customer Experience – With
the help of customer emotion detection technology, because there is no doubt
that happy customers give your more Business J
Long term
Savings:
·
Enhance First Call Resolution – With the
help of call driver analysis you can reduce repeat calls on the same issue
·
Better Process Optimization – This process
helps your business in addressing key operational issues, providing you major
operational insights needed to resolve internal processes
·
Improve Fraud Detection – This
technology helps your business in reduce fraudulent practices on sales/after
sales calls
·
Better Compliance Adherence – This is
the best cost effective process to keep close checks on your agent compliance
There is no doubt that in this modern business world, Speech
Analytics is becoming one of the fastest growing sections in contact centers
management technology market. By 2020, speech analytics going to be a billion
dollar business and a very special tool to make effective strategies for the
business hubs to improve in every segment.
MattsenKumar, one of the best speech
analytics companies has partnered with VOCI Technologies to offer your
business its own unique Speech Analytics suite known as MK SmartSpeech for
an effective and real time solution.
