Real time speech analytics: the next big thing for call centres?
TELECOMS| Oct. 15, 2011, 8:52 a.m.
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.
MORE TELECOMS NEWS
Airtel emerges top Social Media brand in KenyaAirtel has been recognized as the top Social Media Brand in Kenya by the Africa Brand Index, a listing of the most successful brands in Africa on social media, according to key metrics such as community growth, content engagement, sentiment and dozens of others. Read More
How NCC will tackle service quality: Prof DanbattaThe Executive Vice Chairman of the Nigerian Communications Commission (NCC), Prof Umar Danbatta, says the Commission will take steps to address issues of such as multiple taxation, vandalism and others to ensure that the quality of service (QoS) headache becomes a thing of the past in the country. Read More
MTN, Liquid Telecom partner in AfricaMTN Group and Liquid Telecom have partnered to jointly offer customers access to the largest fixed and wireless footprint across the continent. Read More
Danbatta constitutes service quality Task ForceWorried by the general outcry about declining Quality of Service (QoS), in the telecommunications sector, the Nigerian Communications Commission (NCC) at the weekend set up a 9-member Task Force to proffer solutions to this problem. Read More
MTN’s position on Competition Commission rulingMTN has responded to the recommendation by the South African Competition Commission that the proposed MTN and Telkom transaction be prohibited. Read More
MTN Business presents the first Supplier Development Programme workshop to Gauteng entrepreneursMTN Business conducted the first Supplier Development Programme (SDP) and Accelerator Programme (AP) workshop at its headquarters in Johannesburg. Read More
Telecom Namibia slams network vandalsTelecom Namibia has expressed concern over an upsurge of network vandalism impacting its fibre optic network. Read More
Mascom myzaka promo ends on high noteThe Mascom Recharge 4 Zaka promotion has just ended with 36 lucky winners walking away with cash, airtime and phones to the total value of P358,000.00 (About $44 750.00). Read More
Tigo customers live the Digital Experience at Expo 2015Tigo Rwanda has brought the real digital lifestyle to thousands of visitors at the International Trade Fair 2015 – EXPO 2015 in Kigali. Read More
FEATURED STORYYoung innovators shine during pitch sessions
Botswana saw an array of upcoming tech wizards selling their ideas during the Vendors’ Day pitch sessions this week.
BEST READ NEWS
IN DEPTHHigh tech homes: Just press play
High tech, digital homes where everything is automated and connected aren’t the stuff of science fiction any longer, says BNC Technology.