Customer Interaction Solutions
Voice & Screen Recording
 |
Know exactly what is happening on the customer interaction by using technology to record the voice conversation and the computer screen activity.
Using this technology effectively will help management, staff members and ultimately the customer by improving the interaction process.
|
Customer Contact Agent Evaluation
 |
The first step is to record the voice and screen sessions; the sessions then require to be evaluated in a controlled manner for reporting and feedback. Based on the agent evaluation results, training can then be prepared and process change implemented.
Evaluation can be done by the relevant supervisor however self evaluation is also a valuable and welcome tool in the contact centre environment.
|
Customer Self Service
 |
Many tasks in a contact centre are well suited for a self service model. Automation can be implemented for customer calls which can assist to bring down contact centre operation costs, increase hours of service and offer a fast convenient service to the customer.
The self service solution may also interact with contact centre agents if required and therefore the customer can get access to an agent or the agent can transfer a caller to the self service.
|
Advanced Speech Analytics
 |
An interesting and growing area of technology is advanced speech analytics. Speech analytics can be used real-time on calls for purposes such as fraud and emotion detection.
Analytics can also be used on post-recording processing of recorded calls for features such as keyword spotting, call classification, emotion and fraud detection.
Speech analytics is an emerging technology with strong return on investment for financial industry and large contact centre operations.
|