12 Benefits of Chatbots for Your Business
Technological advancements are giving businesses a lot of chances to market their names and improve the customer experience. Among these
The speech analytics platform enables you to create an application that is simple to use and gets you closer to your consumer intent through empathy-based sentiment analysis. Speech-to-text transcription enables rapid and accurate call analysis.
Analyze and convert multiple languages to get a better insight
Use domain-specific targeted words and phrases, such as addresses, currencies, years, and abbreviations, to improve the understanding of your transcription.
Analyze your team’s performance and design staff training based on conversation analytics reports. The outcome will be seamless customer handling and improved CX.
Flexible pricing options provide more transparent cost management.
Reduce manpower costs by automating phone calls or audio/video file conversation analysis.
Improve strategic choices using customer sentiment and conversation information to optimize serviceability and product offerings.
Use the large user base to cover global languages with speech-to-text.
Redact anything in your transcription that may be inappropriate or include personal or confidential information.
easily recognizes and converts noisy background audio without noise cancellation.
Add industry-specific or specific keywords or phrases for automatic word recognition to personalize your speech analytics application.
Real-time extraction of speech recognition results
Speech analytics transcribes voice calls to provide deep insights, metrics, and trends. It uses AI services like natural language processing, transcription, and speech technologies to understand and analyze voice conversations. The call center uses these insights on each voice interaction to assess customer experience, evaluate agent performance, and monitor the company’s strengths and weaknesses.
Analysis
Speech analytics categorizes keyword spots, redacts (for compliance), and reports call analysis.
Insights
The speech analytics platform reports sentiment, agent performance, call quality, and compliance monitoring.
Processing of data
It examines audio recording and calls metadata using various AI services, such as transcription, tonality-based sentiment analysis, and automated speech recognition.
Keep track of important KPIs
Speech analytics can help customer support teams to build up analysis on any number of customer interaction moments. It can be anything from customer happiness and average handling time to compliance breaches and supervisor escalations.
Speech analytics near-real-time feedback
Supervisors may provide agents customized feedback almost instantly due to quick analysis and complete call coverage.
Uncover any hidden inefficiency
Leadership can understand what’s impacting contact center KPIs and find inefficiencies by keeping an eye on them.
Personalized training
Supervisors and learning and development teams may create a personalized training session for agents using call data.
Enhance user experiences
Teams may look at the factors driving outstanding customer experiences and signs of negative ones using sentiment analysis, which can help them lower customer churn.
Boosts call coverage significantly
Historically, call center QA teams check 2-4 calls per agent each month. Organizations may analyze all voice calls using speech analytics.
Speech recognition recognizes said words, while voice recognition recognizes the speaker’s voice. They both have distinct roles in technology. Therefore, this is important.
Sentiment analysis, often known as opinion mining, is a technique used in natural language processing (NLP) to determine the emotional tone of a text. Businesses commonly use it to identify and categorize ideas regarding a particular product, service, or idea.
Call centers use speech analytics to listen to voice recordings or real-time customer calls to understand the demands and behaviors of the customer.
I have been using Fonada's IVR service for two years and I am highly impressed. Their prompt support and after-sales offerings are excellent and have benefited my organization. I am looking forward to a long-term partnership with Fonada.
The support team at Fonada is quite innovative and helpful. They are available 24*7 to assist you. We never faced any issues regarding call connectivity or call transfer. They have been the perfect solution for our business communications, and their professional services help us efficiently manage high call flow volumes. Fonada is doing an admirable job in helping us keep our customers happy.
Industry Insights, Trends, Innovations, Updates, and Case Studies from Industry Experts
Technological advancements are giving businesses a lot of chances to market their names and improve the customer experience. Among these
Businesses use different digital channels to communicate with customers. Businesses with a low marketing budget must consider cost efficient methods
A Contact Center as a Service (CCaaS) is a flexible and affordable way to set up software for customer service.
The dynamics of the corporate environment have transformed mainly because of social media marketing. It has replaced traditional marketing, creating
Human dependence on smartphones is increasing day by day. It would not be an exaggeration to say that the modern