Speech Analytics And Real Time Impact Solutions

What Is Analytics Technology For ? To give your business the power to address… Business Problems Business Growth Both!verint.com © 2011 Business Systems UK Ltd CONFIDENTIAL. 4. Insight… How Good Is Yours? Chances are, These are yourcalls are being evaluated! 5. What Are The Chances ? 6,528,280,000,000,000,000:1© 2011 Business Systems UK Ltd CONFIDENTIAL. 6. How Much Does A Sample View Cost? Quality Evaluator Cost 350 Advisors Monitoring Process Eight Evaluations £3.47 per Per Advisor Evaluation Per Month 116,592 Per Annum ! © 2011 Business Systems UK Ltd CONFIDENTIAL. 7. How Much Would That Cost YOU ? 8. The Constant Analysis Process… 100% Interaction Interaction Analysis Categorization Processing Modeling Trends analysis Mining Root Cause Analysis Adaptive Extract Refinement Insights© 2011 Business Systems UK Ltd CONFIDENTIAL.


9. R e a l -T i m e S p e e c h A n a l y t i c s© 2011 Business Systems UK Ltd CONFIDENTIAL. 10. Real-Time Speech Analytics… What is Real-Time Speech Analytics ?  Analysis of audio conversations as they happen in Real-Time  Identification of actionable situations and events  Trigger of Real-Time guidance callouts  Triggers of Supervisor alerts Customer Insight Based Business Rules Supervisor Alert ! Guidance  Real-Time Real-Time Real-Time Speech Decisioning Action Analytics Agent Real Time Guidance© 2011 Business Systems UK Ltd CONFIDENTIAL. 11. RTSA For Revenue Growth… Use Case Benefits Hidden sales opportunities "Hi, I am moving in with my partner (we‟re getting married in November). I need to change my address." Stated Topic Hidden Opportunity "I‟ll be happy to We’ll Walk Down The Aisle With You "Byhelpway, change  the you do you !


Handling Alert your address." know about isour „We’ll Customer getting married. Will the agent"We’ll Walk Down The ? Walk Down The Aisle Offer: catch the You‟With You" With Aisle package? We‟ve Click created it for folks just like you, to help you have the best wedding possible."© 2011 Business Systems UK Ltd CONFIDENTIAL. 12. RTSA For Customer Satisfaction… Use Case Benefits Customer Satisfaction Alert "My mobile phone bill is wrong again. I am very frustrated I need to call again and again about this! " "I really apologize Sir. I understand your frustration. First, I‟d like to credit you for this month‟s fee, then I‟m going to ensure your problem is permanently resolved". Dissatisfaction Alert  Satisfaction Alert!


Supervisor Alert  Customer experience lower than required. Offer 1 month Alert! Dissatisfied VIP customer in station 383© 2011 Business Systems UK Ltd CONFIDENTIAL. 13. Multi & Cross-Channel Analytics© 2011 Business Systems UK Ltd CONFIDENTIAL. 14. So What’s The Difference? This is Keywords and Topics not acceptable! This is not is 49733. Social Please verify and make sure I get the fee back to my account. Media Chat Response Time Frustrating This is not the first time I have a problem with the online payment. Best regards, Gina Lowell.altivon.com Chat CRM, BI Desktop Analytics Other Sources Billing Customer Demographics Interaction History Phone Survey Customer Feedback© 2011 Business Systems UK Ltd CONFIDENTIAL. 17. What Is The Value Opportunity ? … Market Intelligence Increase Revenues Control Operational Costs Retain CustomersAcquire Customers Build / Protect Brand Compliance Adherence Maximise Wallet Share Maintain Highest Quality of Service© 2011 Business Systems UK Ltd CONFIDENTIAL. © 2011 Business Systems UK Ltd CONFIDENTIAL.


What does it mean to stand out in the customer service space? According to ContactBabel’s "The US Contact Center Decision-Makers’ Guide 2016," it requires four principal assets: omnichannel support, quality management, real-time speech analytics, and other technologies that improve the customer journey. If your contact center is missing any of these four components, it may one day become irrelevant to consumers. This could spell the demise of your brand, as the customer experience is primed to overtake price and product as the key brand differentiator by 2020, according to a Walker report. Omnichannel: Integrated next-generation solutions (think unified communications—UC) in the contact center expedite resolution time by enabling an entire organization to work on a single communications platform using multiple communication channels.


You’ll eliminate customer frustration with being put on hold or being transferred from agent to agent, especially when the interaction’s context is not transferred. In a UC-enabled environment, agents can see the presence/availability of their associates, and send instant messages or text messages as needed to speed resolution. Live screen sharing or instant messages enable collaboration with knowledge workers who can address customer questions. Quality management: Quality management of customer service begins and ends with visibility into all the channels and interactions involved in customer care. To provide an excellent customer experience, businesses must be able to keep track of each contact across the customer life cycle from a single location.


This means that agents need to be supplied with tools that allow them to quickly get up to speed on a customer’s history. Real-time speech analytics: This technology, known as RTSA for short, analyzes voice data on the fly and can make corrective suggestions not only after a call but during it as well. Agents get screen pop-ups, for example, if they make a mistake informing a customer about a discount amount or promotion. The technology can also identify potential concerns, like stress indicators, such as a raised voice, cross-talking, speaking rate and call quality. Agents and their managers are proactively alerted to issues before they escalate and risk customer satisfaction. Advanced technologies: Several tools to improve customer satisfaction in the contact center were mentioned above. There are also several tools that you would be wise to jettison from your facility lest they stall good service. These legacy solutions include any that uphold siloed communication channels. Replace them with a CRM that is integrated with your other contact center systems. Don’t neglect to also unify siloed back-office data that can impede CRM initiatives and thwart efforts to improve customer service. In addition, consider replacing your traditional phone system, which is likely costly and inflexible, with Voice over Internet Protocol (VoIP) technology. VoIP provides free long-distance calls and gives staff freedom to work anywhere with a computer and an Internet connection.


Sydney, AU - 16 October 2014: Noble Systems Corporation, a global provider of contact centre technology solutions, introduces Noble® Real-time Speech Analytics (RTSA) for improved quality and compliance management. Real-time Speech Analytics analyses phrases and sentiment during a phone call to make immediate decisions on next steps, resulting in reduced average call handle time and improved customer satisfaction. Noble RTSA works as interactions are taking place to identify situations or opportunities, and can automatically send agents the right information for the next step so that they can respond quickly. The system can help agents answer questions or resolve issues more efficiently, or signal them to act on new sales opportunities.


It can also notify a manager that assistance is needed with a difficult caller or that a required call element is missing. Noble RTSA works with Noble’s Composer agent desktop and Harmony mobile manager portal to send agent and manager notifications that result in more proactive customer interactions.callcentrehelper.com Noble RTSA also provides immediate feedback to managers by producing two scoring factors for each call. The first factor is a compliance score, which measures agents’ conformance with rules, regulations or best practices that are critical to the agent achieving the objectives of the call, as well as to the organisation’s overall regulatory compliance programs.


The second scoring factor is a "Positivity" score, which can influence the probability of getting the desired result for the call and can indicate whether calls are following the pattern or standards set forth for your organisation. "As a supplement to traditional interaction analytics, Real-time Speech Analytics plays an important role in quality management programs," says Ashley Clayton, managing director of Noble Systems Australia. "Post-call analytics offer value by diving deeper into customer interactions to identify trends and areas for operational improvements. RTSA allows you to apply those findings to live calls, so that you can take action quickly while conforming to best practices and compliance regulations. About Noble Systems Noble Systems Corporation is a global leader in the customer communications industry, providing innovative solutions for Unified Communications, Business Process Management and Analytics. Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of multi-channel inbound, outbound and blended contact processing, strategy planning, and resource management tools for companies of all sizes. Our premise, cloud and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics and workforce management.


Speech analytics, also known as audio mining, is software that uses a variety of techniques to convert unstructured conversations into structured output, turning it into metadata and transcripts. The output files can then be analyzed, and the enterprise can use the findings to identify customer insights, needs and wants. See the figure below. What is Speech Analytics? Speech analytics applications use a variety of mathematical algorithms, analytic techniques, contextual and other call/customer-related metadata (including desktop and text analytics) to structure unstructured conversations. These techniques are applied to recorded audio files and live (real-time) conversations. The speech analytics process is multi-phased; it starts with a speech engine - either phonetic or large vocabulary continuous speech recognition (LVCSR, also known as speech-to-text) - to convert conversations into system-readable data for further analysis.


Next, each of the speech analytics solutions applies its own technology and methodology to create output (metadata), which is indexed prior to making it available to end users for search and analysis. The audio mining solution sends recorded or real-time conversations through a speech engine that breaks them into phonemes (representations of sounds), or words, phrases and concepts. To improve accuracy and provide context, each of the solutions applies a variety of techniques to further analyze and index the conversations, using proprietary algorithms to enhance the recognition capabilities. The underlying speech engine determines the output file; it may be a transcript of the conversation, an index of words, phrases and categories, or an index of phonemes. All output files must be searchable so that end users can create queries to parse the data into words, topics or categories for root cause, trend and correlation analysis.


Once the data is bucketed into categories, users can run reports or conduct ad hoc searches of databases or indices populated by the analysis/indexing layer of the application. Speech analytics output is delivered via dashboards, reports and alerts. Users can also run queries and see their findings online or in reports. Some speech analytics solutions also perform emotion detection, either by evaluating linguistic events, acoustics (volume, pitch and rate of speech) or a combination of the two approaches. When emotion detection is used together with root cause analysis, it is very helpful in identifying positive or negative trends. Real-time speech analytics, which emerged in 2011, will play a very important role in the future of this market. These solutions analyze calls as they are happening, and deliver some form of actionable recommendations to managers, supervisors or agents. Real-time speech analytics is being used to identify situations where agents are not in compliance with their script, guidelines or standard operating procedures. They can also help identify when customers are very unhappy or angry, so that a supervisor can intervene to rectify the situation in real time.


Verint has introduced its new purpose-built Real-Time Speech Analytics solution. The solution, which uses Verint’s new purpose-built speech engine, combines phonetic recognition and full transcription of calls with advanced language understanding. According to the vendor, the software analyzes customer calls as they take place so that organizations can take a proactive approach to identifying opportunities to guide interactions. The benefit for organizations is that they can positively influence customer interactions in real time to increase first-contact resolution, enhance the customer experience, and manage policy and regulatory compliance. Verint says that the Real-Time Speech Analytics rules engine can identify the presence or absence of words and phrases, as well as the sentiment expressed. Real-Time Speech Analytics is embedded in the Verint recorder, making it possible for customers to add it on as service needs and demands change. Organizations can also use Verint Real-Time Speech Analytics as an extension of Verint Speech Analytics and Verint Desktop and Process Analytics. Real-Time Speech Analytics is part of Verint’s broader Customer Engagement Optimization portfolio, which is available in cloud and on-premise deployment models. Have a new announcement about your company?


Avaya has updated its workforce optimization software for contact centers, adding real-time speech analytics and automated quality management tools. The vendor also released new data privacy features to help businesses comply with the General Data Protection Regulation (GDPR). The workforce optimization upgrades are Avaya’s latest initiative to bring AI and automation to the contact center. In April, the vendor announced a partnership with the startup Afiniti for intelligent call routing. All major contact center vendors have begun investing in workforce optimization, either through native software development or partnerships with other vendors, said Robin Gareiss, president of Nemertes Research, based in Mokena, Ill.


The upgrades Avaya highlighted this week should help contact center customers increase sales and boost customer satisfaction, but they are not revolutionary, Gareiss said. Instead, businesses can already get the same tools from legacy vendors such as Cisco and Genesys, as well as cloud startups such as Five9. "Without these announcements, Avaya would fall behind," Gareiss said. Some startups in the contact center market have placed workforce optimization at the core of their offerings. The cloud vendor Sharpen Technologies Inc., for example, uses a customizable algorithm to rate agents and uses an AI platform to monitor and flag trends within the contact center.


"Workforce optimization has become a huge area of focus for customer engagement," Gareiss said. Avaya’s real-time speech analytics software will help businesses monitor conversations between agents and customers. The system can provide helpful contextual information to agents during the call, or suggest next steps based on the customer’s tone or word choice. The tool can also alert managers to conversations that require immediate intervention, such as if an agent fails to get the proper consents or provide the necessary compliance disclosures, at the outset of a discussion with a customer. Avaya highlighted real-time speech analytics as one tool for monitoring GDPR compliance within a contact center. The vendor also added a feature that will let businesses securely delete recordings in response to "right to be forgotten" requests. Meanwhile, a new quality management system can automatically evaluate agents after every customer interaction, freeing managers of a time-consuming task. Businesses must purchase a separate license to use Avaya’s workforce optimization tools, which are sold individually and as a suite. Avaya’s contact center customers can install the software in their data centers or subscribe to it as a hosted cloud service.


Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding. Verint Real-Time Speech Analytics, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to proactively identify opportunities to guide interactions for the benefit of the customer and the company. 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. Rajeev Venket, senior director of solutions marketing at Verint, calls real-time "the natural evolution" of speech analytics.


Verint's Real-Time Speech Analytics is natively embedded in the Verint recorder. Organizations can further 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, and then leveraging that knowledge to create guidance rules for real-time speech analytics. The addition of Verint Desktop and Process Analytics provides contextual awareness through a combination of desktop activity and transaction-related information to enhance rules. Real-Time Speech Analytics is part of Verint's broader Customer Engagement Optimization portfolio, which is available for cloud and on-premises deployments.


Though not a new product, Real-Time Speech Analytics is a continuation of advances that Verint has been making across its product portfolio over the past year or so, according to Venket. This new level of advancement in speech analytics has many advantages, Venket points out. Verint's speech analytics product release comes at a time when DMG Consulting has identified a very robust period of growth for the technology. The report maintains that the speech analytics growth rate peaked in 2016, but expects to continue seeing sustained and very positive growth during the next five years. Speech analytics, DMG concluded, is now a "must-have" strategic solution, enabling companies to mine the wealth of information freely shared with them during customer service conversations to find insights that are useful and actionable. Fluss said in a statement. Verint is one of the firms listed among the report's leading vendors of speech analytics technologies. Others include Calabrio, CallMiner, inContact, NICE, SESTEK, Voci, and ZOOM International.


MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (Nasdaq: VRNT) today announced enhancements to its Real-Time Speech Analytics™ solution. The software, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to take a proactive approach to identifying opportunities to guide interactions for the mutual benefit of both the end customer and the organization. With the ability to positively influence customer interactions as they take place, companies can increase first-contact resolution, enhance the customer experience, manage policy and regulatory compliance and heighten satisfaction and loyalty. 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. Leveraging real-time insight as interactions unfold, customer service professionals can tap into the intelligence they need to support customer interactions and the drive toward successful outcomes.