Data-Enabled Insights for Contact Centers: Speech and Desktop Analytics
In the DVSAnalytics Workforce Optimization solutions, Speech Analytics converts recorded interactions, such as voice recordings, into searchable data. This helps target critical areas that need attention for the business and its customers.
Discover more insights with Desktop Analytics. This functionality collects metadata from third-party applications and leverages it to create powerful search capabilities, allowing you to categorize recordings in meaningful ways. Data available in DVS solutions deliver unlimited insights into contact center operations and customer interactions.
The next level of quality management provides Automated Quality Management (AQM) by transcribing audio to text and searching 100% of audio interactions. The result: rich business intelligence regarding agent performance, process adherence, compliance, sales effectiveness, and the voice of the customer.