CallMiner Eureka! Speech Analytics for Contact Centres
The final piece in the puzzle of multi-channel analytics is now in place – and it enables complete intelligence about your business that can be used to genuinely improve your internal processes, brings costs down and enhance your customer relationships.
Speech analytics from IS Solutions gives contact centres the ability to automatically extract information from recorded conversations and place them into a usable context that can improve people and processes. Speech analytics from IS Solutions is powered by CallMiner Eureka!, the global leader in this field, and it delivers unrivalled information that can be used to build action plans for deployment across the enterprise.
Speech analytics provides:
- Increased understanding of customer perceptions.
- Enhanced customer experiences.
- Improved customer retention.
- New opportunities for customer acquisition and growth.
- More productive contact centre operations
Speech analytics from IS Solutions is available with a full range of consultancy, implementation, integration and support services from trained and certified delivery engineers. We also provide a flexible range of deployment options including on-premise, managed service and SaaS.
Prices start at £7,500.
CallMiner Benefits
Improve Customer Experience
Gain insight into the demands, intentions and preferences of customers. Speech analytics enables an unbiased and authentic view direct from the voice of the customer, providing new intelligence on how your company can best develop products and services to respond to their needs.
Personalise Communications to a Customer
Match your style of communication to a customer based on their profile. With integration of speech analytics data with other customer information, you can identify a user and display their past interactions, profile their personal needs and route them to an agent specifically trained to deal with them on a level that is most likely to leave a positive impact.
Improve Customer Retention
Respond pre-emptively to customer intentions before they happen. Speech analytics allows modelling and flagging of customers at risk of churn by identifying the risk of complaint.
Ensure Compliance with Industry Regulations
Assess the risk of failing to comply with rules and regulations. Speech analytics can provide a view of compliance on every call if necessary, delivering an unbiased assessment of agent conformance.
Increase Cross-sell and Upsell Opportunities
Use improved customer intelligence to identify opportunities to promote additional products and services. By increasing call listening productivity and developing scoring of calls against KPIs, speech analytics allows you to listen to your most profitable customers.
