Speech Analytics
Intelligent analyses
Since a couple of years organisations realise themselves recorded communications gives important information which can help them to improve their customer service, reduce costs and business growth.
The biggest issue is to find structures in the enormous amount of collected data. In this case CTI (Computer Telephony Integration) and Speech Analics will help. CTI is used to add call metadata like incidentcodes, calltypes, radio ID's and GPS-coördinates to the recording. This helps to sort the recorded communications in a fast way.
Functionalities Speech Analytics offers:
- Emotion Detection - Filtering and signalling of calls by emotions like anger, happiness, or periodes of silence.
- Gender / Age Spotting - To segment callers by gender and / or age for efficient routing or specific protocols.
- Keyword / Phrase Spotting - With Keyword / Phrase Spotting it's possible to detect words or combinations of words in the recordings. It enables the possibilety to categorise by subject like “violence”, “accident”, “house on fire” or “complaint”.
- Voice-to-text Transcription - A unique Voice To Text solution offers automated transcription and analysis of recordings and patterns in it.