To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.
Are you searching for a remedy for high turnover rates in your call center? Many businesses struggle to retain agents because of the stressful nature of the role due to heavy workloads, insufficient staff, and the pressure to make sales and/or placate frustrated customers.
With the right technology, however, you can make your agents’ lives less stressful, leading to significant improvements in productivity, performance, and profits. One of our partners provides contact center analytics software powered by artificial intelligence that will give you unprecedented visibility into agents’ interactions with customers, laying the foundation for enhanced coaching and improved employee engagement.
The software supplier reviewed their product’s details during a recent meeting with our technology consultants. Here’s some vital information you should consider about the company’s background and their AI-powered platform if you want to improve your contact center operations.
Provider overview
This supplier has driven contact center transformation for businesses since 2011. Leveraging AI and machine learning, they have become a standout software provider in the customer interaction analytics space. Their team focuses on continuous innovation and product improvement, utilizing cutting-edge technology to turn omnichannel information into actionable insights that support improvements in customer experience (CX) and employee experience (EX).
Gartner has mentioned this provider in reports on contact center infrastructure, data science, CRM, machine learning, and AI core technology. Notable integrations and partners include Amazon Connect, Five9, Genesys, Twilio, Conneqt, Versadial, VoiceSense, DGTL, and RingCentral.
Featured offering: Contact center speech analytics
This supplier’s real-time contact center speech analytics software scales to suit the needs of any business with 10 to 10,000 agents. Key features and capabilities include but are not limited to the following:
Real-time speech analytics
Word- and tonality-based sentiment analysis
Omnichannel interaction analysis
Script deviation alerts
Quality automation and redaction
Agent performance evaluation
Compliance and risk mitigation
Predicative analytics for CX, agent assessment, disposition, and churn
Real-time call monitoring and identification of problem calls
AI-powered agent assistance bots
Customizable user interface based on the end user’s role
Deploying speech analytics software in your contact center can benefit your business in numerous ways, in addition to making agents’ workdays easier with AI-powered assistance and enhanced coaching.
87 percent operational efficiency improvement due to task automation, quicker agent ramp-up, and shorter hold times
40 percent enhancement in compliance and risk management with complete compliance monitoring and an auditable record of secure conversations
20 percent revenue increase resulting from the identification of successful strategies and cause analysis for lower performers
27 percent decrease in call duration due to the customer tone analysis, lower hold times, and silence reduction.
32 percent boost in CSAT scores with higher levels of customer retention.
The provider offers three flexible pricing plans depending on the features you require, and the software is significantly more affordable overall than other contact center analytics offerings. Clients typically achieve an ROI in under 60 days and experience a 400 percent increase in productivity.
Our consultants can assist you if you want to learn more about your contact center speech analytics software options. We have over 20 years of experience in IT and have helped many clients identify solutions to enhance call and contact center performance. Drawing on exclusive research, our partner network full of industry-leading suppliers, and detailed comparison matrices, we can rapidly narrow down your options and save you dozens of hours you would have spent searching for your ideal supplier on your own. Our consultants can efficiently pick out the top three contenders based on your needs and goals and conduct a competitive analysis to streamline the process.
Transform your contact center operations today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
