Speech Analytics

Speech Analytics are used to identify the determinants of key issues impacting the Contact Centre or to provide answers to specific questions that may be posed about thier operations, such as:

  • Who is contacting your organisation
  • Why they are contacting you
  • How successful the interactions are
  • Monitoring and measurement of internal governance
  • Monitoring and measurement of regulatory compliance
  • Up-sell/cross-sell performance measurement and analysis
  • Identifying broken processes impacting costs and performance
  • Determining key factors affecting First Call Resolution (FCR)

Real-Time Speech Analytics

RTSA analyses agent and customer speech to provide live feedback to agents and team leaders about what’s being said, and how it’s being said. It monitors stress levels, speech clarity and script adherence, all whilst the call is in progress.  Real Time Speech Analytics (RTSA) helps to:

  • Increase customer satisfaction
  • Improve agent performance
  • Automate quality assurance
  • Ensure call optimisation

Innovative speech analysis technology allows organisations to monitor and improve conversations in real time, as well as evaluating call recordings.

When evaluating recorded calls, the Speech Analytics software is powerful enough to scan over 70 hours of recorded calls in under one hour, and:

  • Encourages superior conversations increasing customer loyalty
  • Improves agent performance
  • Ensures compliance
  • Minimises errors and complaints
  • Provides legal certainty by ensuring mandatory information is given
  • Flags problems in real time
  • Uncovers cross and upselling opportunities
  • Saves time by evaluating campaign quality at the push of a button
  • Identifies individual training needs
  • Quality assurance with 50% more efficiency

IPI provides a variety of Speech Analytics and Real Time Speech Analytics solutions, whether you require brand agnostic solutions or not.

Social Analytics

Social customer engagement is an important one for the 21st Century Contact Centre. Customer service and marketing can engage at scale resolving complaints and capitalising on opportunities in real-time. IPI can help you:

  • Schedule and publish content to social customers
  • Provide updates via Facebook, Twitter, G+
  • Utilise a shared calendar
  • Analyse and monitor social customer conversations
  • Track internal team performance

All customer interactions can be accessed in one place, and you can easily monitor and measure all your social conversations enabling the Contact Centre and its agents to act fast.

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