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Speech analytics is one of the key capabilities of NICE Interaction Analytics. It utilizes a combination of best-of-breed speech technologies in order leverage the voice of the customer and deliver actionable insights.
Phonetic Indexing
This powerful speech analytics technology breaks down speech into phonemes which are the smallest units of language, and creates an indexed voice database. Since phonetic indexing is a fast and highly scalable technology, it can analyze 100% of call recordings to understand why customers are calling. It also enables free text search for specific words or phrases.
Speech-to-Text Transcription
Transcription is a speech analytics technology that converts speech into text. It enables text and data mining models to uncover root causes and hidden insights. These include the most frequent topics mentioned by customers in a specific call category as well as the context in which these topics were mentioned.
Speaker Separation
When analyzing speech within calls, NICE Interaction Analytics enables speaker separation. The Speaker Separation speech analytics technology enables identifying what was said during the call and by whom– the customer or the agent. This provides valuable context to the analysis which might be otherwise lost. For example, when the word ‘cancel’ is said during a call, it might mean very different things when it is said by a customer than when said by the agent.
Emotion Detection
Certain words during an interaction can indicate high levels of emotion. However, sometimes emotion is not expressed in words and can only be detected by analyzing the voice and tone of the speaker. Emotion detection is a speech analytics technology that studies the voice of the speaker and identifies emotion via slight variations of pitch or tone. High level of emotion is a good predictor of customer dissatisfaction as well as an indicator of agent skills.
Talk Over Analysis
Talk over analysis is a speech analytics capability which identifies portions of the call where the customer and agent are talking simultaneously. This can indicate customer dissatisfaction. In addition, talk over analysis identifies periods of silence during calls that may be related to agent knowledge gaps.
The Benefits of Speech Analytics
By leveraging state-of-the-art speech technologies, NICE Interaction Analytics provides insights to optimize and improve:
- Customer churn prediction
- Customer satisfaction
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Collection
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Success Stories
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FedEx North America's expedited carrier maximizes customer and driver retention and benefits the entire enterprise through NICE Perform's capabilities.
WPS Leading US health insurer improves customer satsifaction, agent quality of service and market intelligence capabilities with NICE Perform.
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