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 deepens data market competition with new offersIn line with efforts to strengthen its relationship with customers, leading telecommunications service provider, Airtel Nigeria this week in its Lagos Banana Island Head Office, unveiled a new data campaign tagged “Join the Smartphone Network” which seeks to reward customers for their patronage, and also drive internet usage and penetration. Read More
TNM claims Macra milking phone operatorsGovernment and its agents are milking telecommunication operators through fees and levies, and one of the leading mobile telecoms operators TNM has come in the open to reveal that its cost of levies, fees and taxes was K15 billion for 2014. Read More
Mali’s 3rd mobile operator to start operations soonAlpha Telecom, the third mobile operator of Mali, is set to start operating in the near future to challenge leader Orange and SOTELMA in this West African nation. Read More
Phase3 Telecoms extends aerial cable to Republic of NigerSub-regional telecoms infrastructure company, Phase3 Telecoms said it has started the deployment of aerial fiber optic infrastructure from Kano in Nigeria to Gazaoua in Niger Republic. Read More
Predatory pricing in transmission cable market, others worry NCCNigeria’s telecoms regulator, the Nigerian Communications Commission (NCC) is worried that in the transmission cable market, predatory pricing, denial of access to viable routes and discriminatory and arbitrary pricing is the order of the day. Read More
USF contributions surpass sh2.5bn targetContributions to the Universal Service Fund by Kenyan Operators have surpassed the targetted sh2.5 billion. Read More
MTN Ghana invests 460 Million Ghana Cedi into operationsMTN has told editors at an annual meeting in Accra that it is committing a total of GH.C 46O Million to improving its network this year. Read More
Airtel deepens competition with SmartConnectThe scramble for subscriber acquisition in the telecoms industry has taken a new turn as Airtel has unveiled a new marketing strategy to grow its subscriber numbers in a bid to unseat Globacom as second largest operator in the country. Read More
Togo government to regenerate Togo TelecomTogo's government has vowed to rebuild Togo Telecom with a regeneration package that includes a network upgrade, better customer service and high speed internet at affordable rates. Read More
Ghana ICH poses ‘telecoms monopoly risk’The Head of the Telecommunications, Media and Technology team at a private law firm Bentsi-Enchill, Letsa & Ankomah has questioned the National Communication Authority's decision to appoint a Ghanaian company to operate the national interconnect exchange and financial clearing house. Read More
FEATURED STORY2bn priced out of internet access
A new report from the Alliance for Affordable Internet shows that the price of broadband remains prohibitive for billions in developing and emerging countries, with women and rural dwellers hardest hit.
BEST READ NEWS
IN DEPTHVillagers get solar training at Barefoot College
The Botswana Human Resource Development Council (HRDC) has seconded seven semi-illiterate mostly Ngwatle villagers for a six month solar electrification training course at the famed Barefoot College in India.
COMPANY NEWSMTN Group Sustainability Report released
MTN Group’s efforts to advance social development in its markets through the integration of sustainable business practices into day-to-day activities, is yielding positive outcomes, the company’s Sustainability ...