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
IHS Towers wins Africa Telecom Infrastructure Company of the Year awardIHS Towers has won the 2016 Africa Telecom Infrastructure Company of the Year Award at Africa’s Information Technology & Telecom Awards (AITTA). Read More
MTN Ghana triumphs with six GITTA awardsMTN Ghana overwhelmed competitors at this year’s Ghana Information Technology and Telecom Awards (GITTA) night when it swept six prestigious awards. Read More
Airtel Ghana CEO named Telecom CEO of the YearLucy Quist, the multiple award winning Managing Director of Airtel Ghana, has been crowned the Telecom CEO of the year at the Ghana ICT and Telecom Awards (GITTA). Read More
CTO chief seeks judicious spectrum valuation by African regulatorsThe Secretary-General of the CTO has advised African telecoms regulators to apportion appropriate value to spectrum. Read More
NCA to review the impact of OTT services on Ghana’s Telecom IndustryThe National Communication Authority (NCA) has said in a statement that it will review the OTT services situation and will in due course take decisions for an enabling regulatory environment that will benefit all stakeholders. Read More
Bharti Airtel announces new MD for UgandaBharti Airtel has announced the appointment of Anwar Soussa as the Managing Director of Airtel Uganda, with effect from 1 June 2016. Read More
Airtel opens new service outlet in LagosAirtel Nigeria, has opened a new service outlet, 'Expo Centre' at 47 Adeola Odeku Street, Victoria Island, Lagos. Read More
Mayor opens new ICT shopHer Worship the Mayor of Francistown has opened the doors of a new ICT initiative in Francistown, in the form of a shop from the country’s leading mobile communications provider, Mascom. Read More
Africell, Airtel on collision course over cableUganda’s Africell is set for a legal battle with Airtel as the two trade accusations over the theft of fibre optic cables. Read More
FEATURED STORYGovernment should encourage youths in ICT early
Youths should be given more encouragement to develop their ICT skills, an 11-year-old app developer told Kokumo Goodie.
BEST READ NEWS
IN DEPTHIBM Opens First Cloud Data Centre in South Africa
IBM is opening a new IBM Cloud Data Centre in Johannesburg, South Africa. The new cloud center is the result of a close collaboration with Gijima and Vodacom and is designed to support cloud adoption and customer demand across the continent.
COMPANY NEWSResolving the data centre disconnect
The disconnect between virtualised applications and physical storage is costing businesses time and money.Separating the attack that matters from the noise
It has almost become the norm for a business to be compromised by a security attack. The emphasis today is thus more on how a business responds ...MTN Business partners SMEasy to give entrepreneurs access to easy accounting solutions
MTN Business, in partnership with online accounting tool SMEasy, today announced the launch of an agile, fit for purpose business management and easy accounting solution for small ...