Real time speech analytics: the next big thing for call centres?

TELECOMS

|
Image: Fokion Natsis, Interactive Intelligence Territory Manager Africa. By Interactive Intelligence
Fokion Natsis, Interactive Intelligence Territory Manager Africa

New call centre technologies such as real time speech analytics could boost business where budgets are scarce, says Interactive Intelligence.

Fokion Natsis, Interactive Intelligence Territory Manager Africa, says new technologies cannot be ignored by companies in the current environment, where budgets are scarce and customer loyalty and customer retention are business imperatives.

He says the days are over where all customer service requirements could be met with a walk-in operation or a call to the customer service hotline.

“The proliferation of the web has correspondingly heightened customer expectations, as information requests now need to be fulfilled in Internet time. This means the multichannel contact centre, using sms, webchat, social media and more.”

As a result, companies need to consider enhancing their customer service operations with service solutions that empower customers with access to the same information previously only available through face-to-face or telephone interactions, Natsis says.  

One new tool set to make waves is real time speech analytics. This tracks a voice conversation to spot indicators of a problem.

Included in Interactive Intelligence’s latest customer IP communications suite, CIC4, the speech analytics tool known as Interaction Analyzer provides real-time keyword- and phrase-spotting on either the customer side, agent side, or both sides of a voice conversation.

This real-time capability enables contact centre managers to be alerted to problem interactions, then monitor, coach, or intervene to better satisfy customers and improve agent performance.

Natsis notes this feature has just been launched as part of the company’s latest release, version 4.0.

“It is available but has not been released in Africa yet. We envisage this to happen in quarter 2 next year,” he says.

Natsis says at least 50% of contact centres use some type of quality assessment tool in their environment. 

“This has always been an add-on module and always post call.  Real time speech analytics is a first in the world.”

In order to recognise key words and follow regional accents and dialects, speech-based technologies must usually be customised accordingly. Natsis says this will be done on a per-need basis in the company’s US labs.

Benefits are expected to include faster problem resolution, better agent performance and resulting improvements in customer retention and increase in revenues.



Karen Jones - Oct. 17, 2011, 12:10 p.m.

Please can you clarify that your real-time solution analyses spoken word and not just written data? Thanks.

Fokion - Oct. 21, 2011, 11:37 a.m.

Hi Karen Yes it spots spoken phrases and words. Thanks Fokion

Share the News

Get Daily Newsletter

comments powered by Disqus

MORE TELECOMS NEWS

MTN, Huawei trial 2.4T WDM system

MTN, Africa's largest telecommunications operator and Huawei today announced the successful live trial of a Transport Software-Defined Networking (SDN) and 2.4Tbit/s wavelength-division multiplexing (WDM) system.  Read More

Tigo supports 19th Ghana journalist awards

Mobile Network Operator Tigo Ghana has presented 10 tablets valued at GHC20,000 to the Ghana Journalists Association (GJA) towards the annual Journalist Awards scheduled to take place at the Banquet Hall, State House, Accra.   Read More

Africell DRC to launch 3G services end-2014

Africell DRC is set to launch its 3G services at the end of the year, a source close to the company told Biztechafrica this week. Read More

The impact of Movitel on ICT in Mozambique

Movitel is reported to be contributing to changing the information communication landscape in Mozambique. Read More

SSA telecoms growing faster than any other region

The African telecoms market is set to be one of the main growth success stories for the telecoms sector in the next 5 years, according to a new report. Read More

Tigo introduces unified short code for products and services

Tigo Ghana has announced the installation of a world-class IVR (Interactive Voice Response) that will give both its pre-paid and post-paid customers the opportunity to access all its product through a unified short code, 555.  Read More

TNM to conduct biggest promotion pay-out

TNM will on August 26 splash out over K100 million in its Ufulu@50 Promotion, the biggest payout in a single day in the history of promotions in Malawi. Read More

We don’t patronise fake OEMs, says Glo

Globacom has said it does not patronise substandard original equipment manufacturers (OEMs) and telecoms equipment vendors.  Read More

Africell DRC waits ‘in vain’ for interconnection

Africell, which began operations in the DRC in June 2012, has yet to enjoy interconnection. Read More

Telecom Namibia: WACS repairs to start this weekend

Repair work on the West Africa Cable System (WACS) off Namibia’s coast is scheduled to start over the weekend, says Telecom Namibia.  Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionSage HR AfricaMTN BusinessSchneider ElectricMultichoice

FEATURED STORY

Safaricom-Equity battle for mobile banking hots up Safaricom-Equity battle for mobile banking hots up

Equity bank's entry to the mobile banking and telephony industry is still hanging in the balance with London-based global association of mobile operators (GSMA) calling for independent audit. 

IN DEPTH

Kenya rolls out e-extension to improve agricultureKenya rolls out e-extension to improve agriculture

In a bid to curb the overwhelmed number of agricultural extension officers in Kenya, the ministry of agriculture is embracing technology with their introduction of E-Extension services, which are aimed at reaching out to over 7 million farmers annually.