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Speech Analytics
Enterprises often record calls and meetings to check for quality assurance and compliance to standards. Avaya makes it easy to analyze recorded content with our advanced phonetic speech tools that identify key words and phrases in audio recordings. Avaya Speech Analytics searches and tags keywords and phrases you’ve identified, compiling the information you need to make informed decisions and take action.
Analyze recordings of your contact center calls, conference calls, client meetings, employee sessions, and more. Use Avaya Speech Analytics to monitor your customers’ experiences in contacting you for both purchases and problem resolutions. Assure that agents are adhering to any required scripts or workflows. Get critical insights into how to improve customer relations.
Go beyond the contact center when you analyze recordings to check your company’s compliance with industry regulations or corporate security requirements. For example, insurers may need to tell buyers they have up to 14 days to cancel a purchase, financial analysts may need to notify clients about transaction processing times, and medical entities must comply with HIPAA requirements.
Features and Benefits
Optimize internal processes
Monitor customer calls to be sure contact center agents are following your scripts and practices, and conveying required information. Spot outages and address them immediately.
Monitor customer calls to be sure contact center agents are following your scripts and practices, and conveying required information. Spot outages and address them immediately.
Help ensure compliance with regulations and policies
The Avaya phonetic speech search technology can monitor up to 100% of your calls, locate phrases, and indentify infringements.
The Avaya phonetic speech search technology can monitor up to 100% of your calls, locate phrases, and indentify infringements.
Identify new market opportunities
Compiling the voice of your customer helps you identify and analyze inquiries and trends. If you know customers are asking, “Can this product do X?” you may see a development opportunity.
Compiling the voice of your customer helps you identify and analyze inquiries and trends. If you know customers are asking, “Can this product do X?” you may see a development opportunity.
