Speech Analytics
Datapoint provides a range of speech analytics solutions. Two are integral modules within performance optimisation portfolios while the other is a stand alone solution that can be readily integrated with any of the major recording platforms.
All the solutions provide the ability to mine audio data based on key word/phrase searching and present back categorised results in graphic display. Some provide automated categorisation as the basis of building their trend reports while others allow the user to discover and set key call categories. Integration Into Daily Performance Management
Getting to the point of discovery is based on iterative searching which uncovers correlations, trends and root causes. These can then be verified and more fully understood by sampling the relevant audio files. When this is combined with performance and business data, call centres can quickly calculate the economic impact of issues and opportunities that need addressing and generate business cases and ROI accurately.
The capacity to analyse audio in anything from real time to near real time, depending on the solution, allows a number of powerful tracking services to be offered. Some are offered as filtered traffic based on search criteria automatically sent to supervisors’ desktop inboxes for quality assurance. Others result in alarms and triggered workflow whenever pre defined issues or opportunities are spotted to be pursued as quality improvements or sales leads.
All solutions provide dashboard style interfaces that arrange the search and reporting capabilities in easy to use ways. These can be used for discovery and insight into call centre performance, the customer experience, product and service performance, organisational processes and policy, competitor activity etc. Key Purchasing Decisions
Outside this common functionality, the solutions differ in their operational capability which is based in some degree on their technical foundations. The differences between speech to text and phonetics bases analytics is discussed here and their impact on issues like total cost of ownership and search accuracy should be an important aspect of your purchasing decision making which Datapoint can help you evaluate.
The relevance and power of speech analytics is that for the first time, call centres can gain control of the content of their customer communications which have previously remained invisible outside what was possible through restrictive manual sampling from a call recording system or the indirect evidence that statistics from ACDs, IVRs, CTI etc have provided.
Using Analytics To Drive Segmentation
In the most powerful solutions, speech analytics can support all audio qualities and audio variances such as a speaker’s age, gender, accent, language and dialect and understand blended words, proper names, slang, code words, non standard grammar patterns and ad-hoc use of different languages. They can be used for analysis of all major languages.
Datapoint can offer some of the solutions on a pilot and rentable basis to facilitate easy adoption of a new technology.
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