Speech analytics, also called interaction analytics, is technology that leverages artificial intelligence to understand, process, and analyze human speech. Contact centers use speech analytics to assess call recordings and transcripts from digital channels such as chat and text messages. The fact that speech analytics software can analyze 100% of contacts 24/7 means contact centers can be more proactive and have a more accurate view of what is truly happening during customer interactions.
Contact center use cases for speech analytics
The unique capabilities of speech analytics applications make them ideally suited for many important functions. The following are some common contact center use cases.
How NICE can help
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics (aka speech analytics), customer surveys, reporting and performance analytics.
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Engagement – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.
Problem identification and management. Speech analytics can identify and report on keywords and phrases being used during customer interactions. This can be used to understand call drivers, including emerging problems. When contact center leaders receive timely notification of new issues, they can implement corrective measures and then use speech analytics reports to assess the effectiveness of their solutions.
Quality management. Typical quality management practices that rely on sampling a small percentage of interactions may not provide a completely representative view of quality. Because speech analytics can analyze all contacts, contact centers can be more confident in their quality scores and individual agents receive fairer quality assessments.
Voice of the customer. Speech analytics can also determine customer sentiment, which provides organizations with a more comprehensive voice of the customer. By zeroing in on keywords and also factoring in speech characteristics like volume and pitch, speech analytics can determine if customers are frustrated, happy, angry, etc. This allows contact centers to understand overall sentiment and do some targeted interventions with at-risk customers.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
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