Voice Analytics

Voice Analytics listens to 100% of call recordings to gather customer information that improves communications and interactions. This process uses a mix of semantics, phonetic expertise, and machine learning, Natural Language Processing (NLP) and statistical modelling to analyze huge amounts of ‘unstructured’ call data — ultimately uncovering opportunities for improvement. Voice Analytics drives continuous improvement in the contact center.

gPlex voice analytics technology transcribes every call and detects keywords, tone and sentiment across your conversations, so you don’t have to listen to every single call. Example: Customer was “angry” and “frustrated” on this call, mentioning the word “cancel” and “terminate”.

Importance of Voice Analytics:

• Improved Understanding of Consumer Requirements and Preferences.
• Better Customer Experience.
• Enhanced Sales Conversion Rates.
• Improved Sales Coaching and Training.
• Competitive Edge.
• Set benchmarks for your playbook.
• Monitor compliance and quality assurance.
• Can help you reduce the operating costs.
• Optimize the sales process.
• It helps boost CSAT scores.

Voice analytics provides a Complete analysis of recorded phone conversations between a company and its customers. It provides advanced functionality and valuable intelligence from customer calls. This information can be used to discover information relating to strategy, product, process, operational issues and contact center agent performance. In addition, speech analytics can automatically identify areas in which contact center agents may need additional training or coaching, and can automatically monitor the customer service provided on calls.