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Use innovative technology to ‘listen in’ to calls and identify problems. Direct agent action or intervene in real time.nxtbook.com You know the signs of a troubled interaction.callcentrehelper.com Now you can use that knowledge to enable technology to automatically detect those signs and alert agents and supervisors. Real-time speech analytics looks for keywords (good and bad) to determine if an interaction needs intervention. You can then intercede with messaging to the agent or by joining the call. Real-time speech analytics also helps identify opportunities for special offers, upgrades and cross-selling. It can be used to identify trends and gather feedback. It can be used to identify teachable moments for agent training. Altivon experts are available to assist in technology selection and implementation. We understand contact center operations and how speech analytics can improve both agent effectiveness and customer experience.
Noble Systems has added real-time screening to its speech analytics offering, allowing companies to identify phrases and sentiment during a phone call to make immediate decisions on next steps. Noble RTSA works as interactions are taking place to identify situations or opportunities and can automatically send agents the right information for the next step so that they can respond quickly. The system can help agents answer questions or resolve issues more efficiently, or signal them to act on new sales opportunities. It can also notify a manager that assistance is needed with a difficult caller or that a required call element is missing.
Noble RTSA works with Noble's Composer agent desktop and Harmony mobile manager portal to send agent and manager notifications. Noble RTSA also provides immediate feedback to managers by producing two scoring factors for each call. The first factor is a compliance score, which measures agents' conformance with rules, regulations, or best practices that are critical to the agent achieving the objectives of the call, as well as to the organization's overall regulatory compliance programs. The second scoring factor is a positivity score, which can influence the probability of getting the desired result for the call and can indicate whether calls are following the pattern or standards set forth. Chris Hodges, Noble Systems' senior vice president of sales and marketing, in a statement.
Listening is a skill. The best listeners have an uncanny ability to anticipate your concerns, sometimes even before you do. Your customer service representatives may be good listeners, but they're also very focused on listening for what they expect to hear - as they must be. After all, they have to balance a dynamic flow of information, the various demands of customers and managers and many kinds of compliance issues. NICE Real-Time Speech Analytics automatically captures and analyzes the entire customer interaction as it unfolds to uncover insights and opportunities hidden between the lines. Within seconds, a tailored next-best-action guidance message appears on the desktop of the agent handling the call. To the customer on the line, it may seem like mind-reading. Instead, it's our sophisticated linguistic analytics module identifying keywords and phrases and picking up information from all aspects of the conversation. A powerful real-time decisioning engine then takes into account additional customer and contextual information, before making its next-best-action recommendation.
Speech analytics can be performed on recorded conversations or in real time. Most of the speech analytics solutions on the market can analyze recorded conversations. The primary output from post-call speech analytics is metadata (files of data) in two general forms: phonetic representations of a conversation or a transcript of a conversation. Speech analytics solutions today go far beyond the initial transcription analysis performed by their underlying Large Vocabulary Speech Recognition (LVCSR) or phonetic engine. All of the speech analytics vendors have made significant efforts to build an application layer that vastly improves the accuracy of results. Post-call speech analytics delivers tangible value by conducting discovery on recorded audio to determine why customers call. Post-call speech analytics is highly effective at identifying new and breaking trends.
The value of this information increases when the application correlates disparate but related issues. Speech analytics can identify important and useful findings about a company’s products, services, procedures, policies, customers, competitors, and more. It has also proven to be effective at identifying agent performance-related opportunities that, when addressed, can improve productivity. Real-time speech analytics solutions analyze calls as they are happening, and deliver some form of actionable recommendations to companies. A growing number of vendors, including CallMiner, Castel, Interactive Intelligence, NICE, and Verint, now offer real-time speech analytics functionality. These solutions analyze conversations almost as soon as they occur. New uses for real-time speech analytics are emerging, but some fundamental applications are already known.
Real-time speech analytics is being used to identify situations in which agents are not in compliance with their script, guidelines, or standard operating procedures. These solutions are also being used to identify when customers are very unhappy. When real-time speech analytics is combined with real-time guidance, agents can be told in real time, while the caller is still on the line, how to rectify a situation. For example, if an agent is supposed to verify a caller by asking specific questions but skips this step, a real-time speech analytics solution can send an alert to remind the agent to do the verification.
The benefits of real-time speech analytics have captured the imagination of contact center managers. Some plan to use it to improve compliance with government regulations, others want it to identify bad agents, and still others hope it can be used to reduce customer attrition. Regardless of its uses, and there are many, the power of speech analytics comes from its ability to alter the outcome of a call. These applications are still very immature, but their potential is great. DMG believes that real-time applications are going to play an essential role in the future of the speech analytics market.computer-talk.com Additionally, when a predictive analytics engine combines post-call and real-time speech analytics as one of the feeds to help identify the next-best action, it can change the dynamics of servicing. This is the future direction of these applications. Speech analytics is a proven and powerful solution, and combined with other analytics capabilities, its contributions increase dramatically.
Noble’s platform agnostic offerings are built from a single code base. As such, customers are ensured a consistent, unified experience for any deployment model: on-premises, public cloud, managed cloud, hybrid and multi-cloud environments. Noble Systems also reinforced its presence in the EMEA and APAC regions, expanding its international offices and increasing sales headcount in these markets. An example of the company’s growing global footprint is its recently opened office in Krakow, Poland. Noble Systems’ new facility is staffed by a team of quality assurance and software engineers, support technicians and regional team leaders focused on research and development. In particular, Noble Systems is addressing increased demand in the business process outsourcing (BPO) and financial services segments, in which call center agent attrition is problematic.
Noble Gamification, part of the company’s Workforce Engagement Management platform, provides a proven resource to not only keep employees from leaving, but that also increases performance and efficiency while cutting costs.cloud9ba.com Noble Conversations Analytics Now was recently named a finalist for Enterprise Connect’s Best Application of Artificial Intelligence (AI) Category Award. Developed with Noble intellectual property, this innovative solution applies AI and real-time speech analytics to live customer interactions to provide immediate, contextual feedback to agents and managers. The inherent flexibility of the Noble solution offerings empowers companies with the agility to adapt to change without hindering performance. Its comprehensive products and services help organizations manage a wide range of customer interactions and related processes, including omnichannel inbound/outbound communications, quality management, analytics, strategic planning, workforce and resource management, to improve customer engagement and streamline agent workflows.
Enterprise Connect 2019 attendees can visit Noble Systems in Booth 1532 to learn more about their complete, unified solutions for omnichannel contact center, WEM and analytics. For more than 28 years, Enterprise Connect has been the leading conference and exhibition for enterprise communications and collaboration in North America. Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, analysts and consultants to focus on the issues central to enterprise communications and collaboration. Enterprise Connect owns and produces No Jitter, providing daily blogging and analysis of enterprise communications, and it also serves the community with a weekly email newsletter, research surveys, and a Webinar series. Enterprise Connect is organized by UBM Americas, a part of UBM plc (UBM.L), an Events First marketing and communications services business.
Noble Systems Corporation is a global leader in the customer communications industry, providing innovative solutions for Contact Center, Workforce Engagement and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound, and omnichannel contact processing, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud and innovative premise/cloud hybrid platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics, workforce management and gamification. Noble leads the way in pioneering solutions for the contact center market.
What does it mean to stand out in the customer service space? According to ContactBabel’s "The US Contact Center Decision-Makers’ Guide 2016," it requires four principal assets: omnichannel support, quality management, real-time speech analytics, and other technologies that improve the customer journey. If your contact center is missing any of these four components, it may one day become irrelevant to consumers. This could spell the demise of your brand, as the customer experience is primed to overtake price and product as the key brand differentiator by 2020, according to a Walker report. Omnichannel: Integrated next-generation solutions (think unified communications—UC) in the contact center expedite resolution time by enabling an entire organization to work on a single communications platform using multiple communication channels.
You’ll eliminate customer frustration with being put on hold or being transferred from agent to agent, especially when the interaction’s context is not transferred. In a UC-enabled environment, agents can see the presence/availability of their associates, and send instant messages or text messages as needed to speed resolution. Live screen sharing or instant messages enable collaboration with knowledge workers who can address customer questions. Quality management: Quality management of customer service begins and ends with visibility into all the channels and interactions involved in customer care.nice.com To provide an excellent customer experience, businesses must be able to keep track of each contact across the customer life cycle from a single location.
This means that agents need to be supplied with tools that allow them to quickly get up to speed on a customer’s history. Real-time speech analytics: This technology, known as RTSA for short, analyzes voice data on the fly and can make corrective suggestions not only after a call but during it as well. Agents get screen pop-ups, for example, if they make a mistake informing a customer about a discount amount or promotion. The technology can also identify potential concerns, like stress indicators, such as a raised voice, cross-talking, speaking rate and call quality. Agents and their managers are proactively alerted to issues before they escalate and risk customer satisfaction.
Advanced technologies: Several tools to improve customer satisfaction in the contact center were mentioned above. There are also several tools that you would be wise to jettison from your facility lest they stall good service.verint.com These legacy solutions include any that uphold siloed communication channels. Replace them with a CRM that is integrated with your other contact center systems. Don’t neglect to also unify siloed back-office data that can impede CRM initiatives and thwart efforts to improve customer service. In addition, consider replacing your traditional phone system, which is likely costly and inflexible, with Voice over Internet Protocol (VoIP) technology. VoIP provides free long-distance calls and gives staff freedom to work anywhere with a computer and an Internet connection.
FIND OUT MORE HERE Content continues …. A great majority of speech analytics solutions are based on post-call analysis which works by analyzing data from historical call recordings that are transcribed into text using phonetic indexing or large vocabulary continuous speech recognition. On the other hand, real-time speech analytics which is gaining popularity, analyzes calls as soon as they occur with a slight delay of a few seconds. This analysis is based on bridging into the live conversation and identifying words and phrases that point out a specific topic. While real-time speech analytics is a good option for conversations where events occur in shorter intervals; for events that evolve over long periods of time, post-call speech analytics can be a better option.
Organizations which operate in industries that require real-time customer service like 24/7 customer care and technical support, makes the most of real-time speech analytics since it enables immediate action which is a must for qualified customer service. In such cases, real-time speech analytics can change the outcome of calls and impact the overall customer experience in a positive way.zailab.com Organizations which need to evaluate customer journey with an integrated and holistic approach can apply post-call analysis since this method helps quickly and easily identify long-duration and repeating events. By continually monitoring conversations, such organizations can find out why customers call and unveil insights about customer satisfaction.
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