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Real-Time Speech Analytics

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Real-Time Speech Analytics

  1. 1. Real-time Speech Analytics Leverage your customer’s voice for growth and profitability Talk about driving value:
  2. 2. Can You Hear Your Customers Smile?
  3. 3. Can You Hear Your Customers Smile? Yes, it’s possible!
  4. 4. Can You Hear Your Customers Smile? Yes, it’s possible! Real-time Speech Analytics helps you understand the emotions and intent behind a customer’s call, enabling your agents to provide exceptional customer service.
  5. 5. Real-time Analysis Analyzing Call Recordings vs.
  6. 6. Real-time Analysis Analyzing Call Recordings vs. Why does it matter whether you analyze an active call or a recorded call?
  7. 7. Real-time Analysis Analyzing Call Recordings vs. Why does it matter whether you analyze an active call or a recorded call? By the time a call is over, you may have already MISSED a sale opportunity LOST a loyal customer PROCESSED a fraudulent transaction Real-time Speech Analytics can shape interactions to influence customer behavior right at the MOMENT OF DECISION when it matters the most.
  8. 8. Real-time Intervention and Remediation of Customers’ Issues Is the most important driver of Speech Analytics for 58% of respondents in a recent Opus Research survey, commissioned by Uniphore (see Figure) Is key to improving customer experience
  9. 9. Real-time Intervention and Remediation of Customers’ Issues Is the most important driver of Speech Analytics for 58% of respondents in a recent Opus Research survey, commissioned by Uniphore (see Figure) N=500 Rapid recognition of the intent of each customer or prospect 68% Ability to monitor calls for quality purposes and agent training 67% Predicting the purpose of a contact in the midst of each customer's journey 59% Real-time intervention and remediation of customer issues 58% Detecting or preventing fraudulent interaction or transactions 57% Intelligent authentication of the identity of a caller 30% Is key to improving customer experience Download full report for more insights
  10. 10. Higher revenues, cost-cutting, and better customer experience are on every WISH LIST….. How does Speech Analytics help you tick them off? Leverage Real-time Speech Analytics for Real-world Results
  11. 11. Pre-implementation Expectations Cost savings, shorter AHT Revenue enhancement Improved customer experience Continue operational improvements Customer loyalty and retention Motivation to Deploy Monitor Agents for Quality Purposes Rapid Detection of Intent Predict Customer Journey Recognize Frustration Real-world Results Exceeding Expectations • Faster Handle Time • Improved Customer Experience • Cost Savings/ROI Generates New Opportunities • Real-time customer care: agent prompting • Support of self-service: enterprise virtual assistance Higher revenues, cost-cutting, and better customer experience are on every WISH LIST….. How does Speech Analytics help you tick them off? Leverage Real-time Speech Analytics for Real-world Results
  12. 12. Identify Real Opportunities for Superior Customer Experience and Higher Return on Investment Move Beyond WFO/Agent Training Proven Technology Flexible Implementation Mature Applications Real Opportunities I m p r o v e d C X / R O I
  13. 13. Future-proof Your Business by Breaking Traditional Barriers Real-time Speech Analytics platforms and advanced deployment architectures are paving the way for next-generation contact centers by overcoming barriers such as cost constraints and limited availability.
  14. 14. Future-proof Your Business by Breaking Traditional Barriers Next 1-3 years will see businesses significantly increase spending in Speech Analytics solutions as: Real-time Speech Analytics platforms and advanced deployment architectures are paving the way for next-generation contact centers by overcoming barriers such as cost constraints and limited availability.
  15. 15. Future-proof Your Business by Breaking Traditional Barriers Flexible deployments (cloud, on-premises, and hybrid) minimize expenses Proven benefits produce high business impact Real-time technology brings more applicationsNext 1-3 years will see businesses significantly increase spending in Speech Analytics solutions as: Real-time Speech Analytics platforms and advanced deployment architectures are paving the way for next-generation contact centers by overcoming barriers such as cost constraints and limited availability.
  16. 16. You Can Only Improve What You Measure
  17. 17. You Can Only Improve What You Measure Most businesses want to hear their customers smile. But they also want to know when their customers are ANGRY, FRUSTRATED, or BORED….
  18. 18. You Can Only Improve What You Measure Most businesses want to hear their customers smile. But they also want to know when their customers are ANGRY, FRUSTRATED, or BORED…. Speech Analytics lets you HEAR all of those things and so much more to improve business outcomes.
  19. 19. Ready to Take on the Future with Real-time Speech Analytics?
  20. 20. Ready to Take on the Future with Real-time Speech Analytics? SPEAK to us to make it happen! For more details on Speech Analytics adoption, Download the Opus Research Speech Analytics Survey Report commissioned by Uniphore. Contact: susheel_ext@uniphore.com

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