The Power of Voice Analytics

Competitors in every business sector are striving for customer experience (CX) excellence that will drive growth.

Gartner estimates that more than 90% of customer conversations happen on the phone, therefore telephone conversation is a huge area for CX management.

With many millions of customer conversations happening each and every day, voice traffic is very much “big data“, offering a world of insights to those who choose to look deeply.

Voice analytics promises to measure customer emotion in each call, differentiating between happy, frustrated and other customer moods.

While call analytics may look at the data collected, and speech analytics may consider the spoken content and context of the agent/customer conversation, voice analytics analyses the intonation, syllable stress, tempo, pitch, etc. to derive emotional indicators from the conversation, and more.

Keyword detection can ensure process requirements are adhered to by agents and appropriate tone is used, and it can spot critical keywords used by the customer to pinpoint problem areas and reduce customer churn.

Voice analytics can also alert management to what is not being said. Software solutions will spot non-productive moments of silence, music, etc. so that call handling time can be continuously improved to ensure customers experience more efficient service, and the business has an optimized process.

Contact centre agents benefit from automated feedback which is objective, personalized, and delivered in real time to assist them in delivering great service.

Environmental Dependencies and Customer Experience

The above benefits, and potentially many more, will shape the future of customer interaction. But they depend on a high-quality communication channel connecting a business to the customer.

Today’s telecommunications infrastructure is a cocktail of legacy TDM (time-division multiplexing) network tied into IP transit links and converged corporate networks that support a multitude of applications including real-time voice and video, often competing for bandwidth.

QoS (quality of service) and QoE (quality of experience) are ongoing challenges.

Additionally, the rapid growth of cloud services puts key systems, key data, and key communications infrastructure into hosting situations where capacity management, incident management, and change activity may trigger the dynamic movement of systems in ways that significantly alter demand patterns, destabilize network, and impact the quality for real-time applications such as voice.

Managing customer experience in an ever-changing network environment requires a watchful eye, attention to detail, and supporting toolsets.

Your solution

Spearline has expertise in measuring and monitoring customer experience and has the tools you can use to ensure your network is supporting high-quality customer conversations that grow your business.

In-country number tests and outbound dial tests ensure basic connection, check line quality, and more, helping you proactively monitor the availability and quality of your global inbound toll and toll-free numbers, as well as outbound services.

Mike Palmer

With real-time alerts on customer-impacting issues, you can improve up-time and hold carriers to SLAs.

Proactive management of your communication channels helps you build customer loyalty through the delivery of high-quality service processes, and maximizes your ROI in technologies such as voice analytics.

For further information, visit www.spearline.com

Author: Robyn Coppell