How Best to Deploy and Use Real-Time Speech Analytics
With the speed of doing business increasing at a pace unheard of just five years ago, today’s organizations want to do some things in real time.
While speech analytics has become widely used across a wide variety of industries, customers who rely on the insights to stay competitive don’t want to wait in certain situations—they want them in real time.
There’s good news on that front. Recently enhancements have been made to Verint Real-Time Speech Analytics, which leverages conversational indicators and analyzes customer calls as they happen—helping organizations to proactively identify opportunities to guide customer conversations to benefit both parties.
This sophisticated analytics solution can help contact centers guide interactions toward positive outcomes by offering contextual guidance at just the right time. So your agents get what they need—when they need it.
Notably, organizations can enhance the value of Verint Real-Time Speech Analytics by using it as an extension of Verint Speech Analytics and Verint Desktop and Process Analytics. Customers can take advantage of the advanced capabilities in Verint Speech Analytics by first identifying and understanding patterns of behavior and improvement opportunities, then prioritizing what needs to happen next, and finally leveraging that knowledge to quickly create guidance rules for real-time speech analytics.
And, the addition of Verint Desktop and Process Analytics provides contextual awareness through a combination of desktop activity and transaction-related information in order to enhance rules, thereby increasing relevance and accuracy.
As many of you already know, speech analytics is a powerful solution that can help uncover trends and causes by determining the correct terms, phrases and conditions that need tracking in real time. It offers focus and execute-ability while helping to improve accuracy—importantly, it also helps minimize the bombardment of real-time alerts, which can dilute organizational processes.
The judicious use of real-time analytics should be an important consideration. Overt reliance only on real-time may force the organization into an implosive, constant fire-fighting mode without really addressing the root cause of issues and process inefficiencies unearthed by regular speech analytics.
With real-time speech, customer service professionals can leverage real-time insight as interactions unfold and tap into the intelligence they need to drive them toward successful outcomes. The sophisticated rules engine in Verint Real-Time Speech Analytics can identify the presence or absence of words and phrases—as well as the sentiment expressed.
With rules functionality that supports a wide variety of word sequences—and conditions that can identify situations in which a phrase is said at a certain point in the call or not recited when it should have been—the software can provide the right contextual help and guidance when it’s needed most.
While many of your customer service agents may not need assistance, the ones who do need it in real time. The answer to this may well be selectively focusing on specific call types (compliance, churn, product complaints, etc.) and specific agents who need the real-time intervention for short time periods.
With all this in your arsenal, your customer service professionals can keep their focus on your customers—where it belongs.
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