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

Smartphones fail to break into DRC market

Despite harvesting an unprecedented success in other parts of the African continent, smartphones have failed to make any significant impact in the Democratic Republic of Congo (DRC). Read More

Zamtel, NEC in microwave transmission project

Dr Nobuhiro Endo, President at NEC Corporation, and Dr Mupanga Mwanakatwe, CEO  of Zamtel Zamtel and NEC Corporation have agreed to build a new digital microwave radio transmission network to boost mobile coverage and capacity across Zambia. Read More

Nokia, oRn partner for Rwanda’s first commercial LTE network

olleh Rwanda Networks (oRn), a joint venture between the Rwandan government and KT Corporation, has chosen Nokia Networks to provide network and managed services for the country’s first commercial LTE network. Read More

Murielle Lorilloux is Vodacom Congo new MD

Murielle Lorilloux, a French citizen and former Orascom Algeria marketing director, has been appointed as the new managing-director (MD) of Vodacom Congo. Read More

Africell DRC’s star performance makes headlines

Africell is the darling of the media in DRC on the back of winning five million subscribers in under two years. Read More

Kinshasa is DRC’s mobile epicentre: report

A recent report published by market research company Target has revealed that Kinshasa, the buoyant capital of the Democratic Republic of Congo (DRC) is the mobile epicentre – the country’s biggest market – where all cellphone companies concentrate their efforts to get their business going and win many customers. Read More

NCR urges Blu, Goldkey telecom to roll out before deadline

The Network of Communication Reporters has urged two Broadband Wireless Access licensed companies, Blu and Goldkey Telecommunications to roll out before their 18 month deadline, which ends in November 2014.  Read More

Improved power will improve telecoms services, says Huawei

Chinese telecoms equipment vendor Huawei Technologies Limited has blamed erratic power supply from the national grid for the poor telecoms services in Nigeria. Read More

Telkom Kenya appoints new CEO

Mickael Ghossein, Eddy Njoroge and Vincent Lobry (right) The Board of Directors of integrated telecommunications solutions provider Orange – Telkom Kenya has announced the appointment of Vincent Lobry as the company’s new Chief Executive Officer. Read More

MTN, IHS in landmark tower agreement

MTN has reached an agreement in principle with IHS Holding Limited for the transfer of its towers business, comprising of up to 9,151 of MTN’s mobile network towers in Nigeria.  Read More

PRESS OFFICES

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

FEATURED STORY

MFarmer SMS redefines market access for Ugandan farmersMFarmer SMS redefines market access for Ugandan farmers

Ugandan smallholder farmers are benefitting from an ambitious innovative ICT mobile phone initiative that offers weather reports and up-to-date market information about changes in prices for agricultural commodities, thus granting them lucrative returns from their farming ventures. 

IN DEPTH

NIG President speaks his mindNIG President speaks his mind

Bayo Banjo, CEO, Disc Communications and President, Nigeria Internet Group (NIG) says the proposed licensing of infrastructure companies by the Nigeria Communications Commission (NCC) will breed corruption and entrench monopolistic practices. Kokumo Goodie reports.