Whichever way your customers choose to stay in touch, their conversations are filled with valuable information about your brand, products, processes, and services. While this information is priceless, most organisations neither have the time or resources to analyse this mass of data and adapt operations accordingly.
There is, however, another way. By automating the analysis of speech and text-based conversations, IPI can help to drive profitable change in the contact centre and across your business.
At IPI, our people can help to implement speech and text analytics software to convert unstructured data into a significant business advantage.
Here are some examples of the benefits you could realise from taking such an approach:
Increase contact centre efficiency
With speech analytics software you can turn thousands of hours of call recordings into actionable insights. Instead of laboriously listening to calls and scoring interactions, you can instantly count instances of phrases, search for anomalies and identify your top-performing agents – saving valuable time.
Enhance customer experience
You may think you’re listening to your customers, but in fact you’re missing 96% of what they’re actually saying. The average call centre only listens to — and is capable of monitoring — just 3 to 4% of their contacts. With speech analytics software you can easily monitor and evaluate the voice of the customer across up to 100% of interactions.
Your contact centre is currently missing 97% of what customers are saying
Speech and text analytics can help you to quickly and easily sift through and analyse the massive volumes of data captured in your customer interactions to drive customer experience, risk mitigation, and contact centre performance. This not only saves employee time but will also help your organisation to reach resolutions better and faster.
By boosting customer experience, improving agent performance and constantly evolving your business in line with customer feedback, you can ensure that you are investing in your organisation’s bottom line.
The average call centre only listens to just 3% of contacts
IPI Speech and text analytics
If your organisation is looking to better understand the customer journey, IPI’s Speech and text analytics will make customer conversations quantifiable regardless of the communication channel used.
IPI’s analytics portfolio includes solutions from leading vendors such as Genesys, Calabrio and Verint and has been refined over two decades to provide a best-in-class solution for contact centres.