Advanced Speech Analytics

Powerful Automated Quality Management for Your Contact Center

With its comprehensive analysis of audio interactions, DVS Advanced Speech Analytics delivers rich business intelligence. Contact centers equipped with this critical data find it’s much easier to quickly assess the health and performance of the contact center.

Automated Scorecard

Automatically review 100% of your agent calls without listening to a single recording. Evaluating customer interactions is a critical activity for contact centers. Although manual evaluations provide valuable insight into agent performance, assessing 100% of customer interactions produces even greater intelligence. The Automated Scorecard uses Speech Analytics technology to quickly measure the performance of your agents. An Automated Quality Management (AQM) tool, the Automated Scorecard:

Provides comprehensive quality management scores – minus the extra personnel & cost
Identifies training opportunities to improve agent performance
Delivers baseline individual and team performance scores
Improves understanding of performance scores with an expanded sample size

Process Adherence

Ensure agents comply with regulations, protecting your business from fines and penalties.

Contact centers diligently work to ensure compliance with regulations, such as PCI and HIPAA. The cost is just too great to be considered non-compliant, including lengthy investigations, fines or penalties, and even a tarnished brand.

Although supervisors have traditionally relied on a random sampling of interactions to check agent compliance, how can you be confident all agents are observing regulatory procedures?

Process Adherence, an Automated Quality Management (AQM) tool powered by Speech Analytics, can analyze 100% of audio interactions, providing important benefits such as:

Improve compliance monitoring with pinpoint accuracy
Reduce risk of non-compliance and associated costs
Vastly increase the number of interactions reviewed
Quickly inform training and coaching activities
Demonstrate compliance vigilance in case of audits or citations

Audio File Redaction

Guard your customers’ sensitive data by removing it from recordings and transcripts.

When credit card numbers or other sensitive information are captured in a recorded conversation, the information may be vulnerable to cyber-attacks in different forms. It may also cause the contact center to risk violating compliance regulations. This can lead to compliance fines or a potential data breach if the data is accessed by outside individuals.

Audio File Redaction uses Advanced Speech Analytics to locate and remove sensitive information from audio recordings. It is quick and easy to deploy and offers a tangible return on investment. DVS Speech Analytics drives greater protection of the business and its customers.

Sales Effectiveness

Discover sales techniques that resonate with your customers and fine-tune your product messaging.

Contact center agents are influencers of your brand daily. They are trained to inform, persuade and assist your clients. To ensure they are maximizing every opportunity, it is important to breakdown and evaluate the conversations your agents are having with customers:

Sales Effectiveness powered by Speech Analytics uncovers deep insights into your contact center’s sales interactions. An Automated Quality Management (AQM) tool, Speech Analytics pinpoints opportunities in the sales process that may benefit from coaching and reveals successful sales strategies you may wish to share with other team members.

Voice of the Customer

Listen to valuable customer feedback by rapidly evaluating 100% of your customer interactions.

Millions of customer interactions are recorded every day and each exchange captures essential customer feedback. Voice of the Customer (VOC), powered by DVS Speech Analytics, delivers insights on every interaction by automatically measuring and analyzing customer feedback to:

Identify why customers are happy or unhappy with the business
Listen to customer responses regarding products and services
Learn which churn drivers cause customers to leave the business
Collect competitor information and discover how customers view competitive products

Turn mountains of data into actionable intelligence by using Voice of the Customer, an Automated Quality Management (AQM) tool, to:

Develop new agent programs or modify existing programs
Influence coaching and training activities
Improve customer satisfaction, such as CSAT or NPS scores
Boost customer retention
Lower return rates, handle times and/or call volumes

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