The contact centre market is readily adopting automatic speech recognition technology to provide improved customer experience through voice data analytics.

Contact centres provide unrivalled customer experience using our speech recognition technology

  • The contact centre market is using automated systems to help them generate valuable business insights. Automatic speech recognition helps contact centres understand the mood, tone and overall sentiment of customers, supporting continuous improvements in customer experience.
  • Contact centres are facing increased pressures from compliance regulation and must ensure the data security of all recordings. Speechmatics’ speech recognition capabilities enable contact centres to easily locate and replay stored recordings for a range of applications including dispute resolution, compliance, quality management and event reconstruction.

Example Integrations

  • Customer experience
  • Sentiment analysis
  • Compliance

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UK: +44 (0)1223 794 497
US: +1 866 791 8546
Email: hello@speechmatics.com

Compliance

With increasing pressures from compliance regulation to ensure the data security of all your recordings, now is a good a time as any to ensure that your house is in order, so to speak. By using Speechmatics’ automatic speech recognition capabilities, you can easily locate and replay stored recordings, ranked by relevance and displayed as text summaries with search words highlighted automatically.

Using ASR, contact centres can automatically evaluate and then categorise every customer interaction into groups that are relevant to specific compliance regulations. A real-time ASR solution could also be used to help with compliance during the call by ensuring the correct things are being said based on guidance and alerting to prevent non-compliant behaviour.

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CASE STUDY

Liquid Voice is a leading provider of interaction recording, quality management and analytics.

Analytics and customer experience

Improving customer experiences are increasingly becoming the most challenging aspect of the contact centre industry. With an improved customer experience comes agent empowerment. The need for analytics are essential.

Whether it’s live feedback from a caller thanks to intelligent routing, delivering a summary report with emotions and keywords that leads to more meaningful conversations, or a call centre manager concerned with the bottom line who requires a snapshot of the data, the flexible, the need for accurate transcription to underpin the ability to understand conversations and react instantly is key.

FEATURED PARTNER

Neuraswitch uses Speechmatics for call analytics and customer experience.

Sentiment Analysis

In contact centres the customer experience is vital, but it is often hard to generate specific data from customers about their experience. Using Speechmatics’ automatic speech recognition technology, you can easily perform sentiment analysis of voice data to determine the mood of customers

and which responses evoke positive emotions based on the tone, pitch and frequency of their voice. Sentiment analysis gives you the data you need to enhance customer experience through continuous improvement and quality assurance.

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