Bumicom offers your organization speech analytics solutions using Nexidia speech analysis software. With Nexidia's speech analytics software, it is possible to fully analyze recorded customer interactions quickly, accurately and in a structured manner.
In contact centers, telephony (voice) is the most important communication channel between the customers and employees of the organization. More and more organizations use voice analysis to analyze telephone conversations (and e-mail and chat) and to extract value from the content of these telephone customer contacts. The use of speech analysis provides organizations with answers to questions such as:
Bumicom Interaction Analytics offers a unique combination of speech analytics technology and speech analysis method with which organizations can distil valuable information from (telephone) customer contacts. The reasons for applying interaction analytics differ per organization.
Some common reasons are:
Nexidia Neural Phonetic Speech Analytics ™ combines the power of Large Vocabulary Continuous Speech Recognition "LVSR" (speech-to-text) and Phonetic Indexing to maximize speech analysis accuracy.
All conversations can be listened to through searches. This is a different approach to the Speech-to-Text principle where the success of the system depends on the accuracy of the dictionary and the transcription. Words from conversations can be combined with metadata and reports can be made on this. This makes it possible to make connections between quantitative parameters (such as talk time and hold time) and qualitative parameters (such as expressions from customers on topics such as your website). By automatically analyzing all customer contacts, Acionable Insights are obtained and you know exactly where the improvement opportunities for your organization are.
By analyzing customer contact with speech analysis, insights are obtained to improve your organization. This includes improving the website, processes, products and services, but also improving the behavior and effectiveness of employees. This ultimately contributes to achieving pleasant customer journeys and positive customer experiences that result in loyal and satisfied customers.
The effect of the implemented improvement actions can be continuously measured with Interaction Analytics speech analysis.
These types of questions can be answered quickly, easily and accurately with Interaction Analytics speech analysis. The applications of Interaction Analytics are as broad as the mind can tell. Almost every conceivable hypothesis can be tested relatively quickly. For example in the areas of compliance, marketing and quality of processes.
Do you want to use Interaction Analytics speech analysis for your organization? Get in touch for more information or a demo. We would be happy to discuss with you how we can be of service to you and how Bumicom can offer you the best possible speech analysis solution.
