White Papers

Risk is inherently involved in moving large amounts of data, and any PCI contained in the data increases that risk. Yet system migrations and technology upgrades necessitate the movement of large volumes of data. To reduce risk when preparing for a data migration, eliminating PCI is imperative, and Automatic Speech Recognition (ASR) technology can help. Where manually finding and removing PCI from stored audio data would be prohibitively costly and time-consuming, using ASR allows Contact Centers to clean millions of hours of recordings in days, not months. With an ASR solution, Contact Centers can efficiently detect and redact PCI and other sensitive data from stored files, with manual involvement required only for the ASR engine setup and implementation.

Improving customer experiences is one of the important areas of focus for leading brands. While it is the responsibility of the entire organization to ensure quality customer experiences for sales and support services, the frontline team, being contact center agents, are the first line of defense.  In this modern era, pricing or products are no longer key differentiators, but rather, it is the overall experience provided by brands which make a remarkable difference for their customers. Technology helps organizations improve customer loyalty and customer experiences, without compromising on operational efficiency.

Transcribing and analyzing every call or customer interaction are nearly impossible. However, monitoring and understanding these interactions manually and resorting to a small sample of interactions is simply not enough.  Few monitoring programs have a good idea of what to look for, but still tend to focus on specific metrics, such as abandonment, hold times, or interaction resolutions. While this information can be helpful, this type of monitoring tends to miss valuable information between agents and customers, leaving actionable insights buried in mounds of dark data.

Speech Analytics for Voice of Customer Insights Speech Analytics is revolutionizing the contact center industry with detailed insights and analytics for determining the Voice of Customer, process friction points, and other powerful intel that is “beyond the checkbox”. Empowering organizations to determine customer sentiments, AI-Powered Speech Analytics supports making well-informed data-driven decisions. With the ability of real-time monitoring 100% of customer interactions, regardless of the communication platform, organizations now have complete visibility into agent and customer behavior that helps in improving: Customer Acquisition Customer Retention Customer Service Experience Brand Power Agent Experience Adopting speech analytics technology leads to reduced operational costs, improvement in the bottom line and most importantly, improved agent and customer experiences.