CallMiner Introduces Real-Time Speech Analytics. November 15, 2012 I recently wrote how CallMiner had expanded into text analytics and had released its myEureka product, which in my opinion took the presentation of analytics to a new level. My colleagues agreed, and our firm awarded CallMiner the 2012 Ventana Research Technology Innovation Award for Customer Excellence. Far from resting on its laurels, CallMiner recently announced a new product, EurekaLive, which it developed initially for a client, then made available generally. The foundation of the product is real-time speech analytics; the software monitors the words and phrases being used by a caller and an agent in an active call.
It spots contextual language used by either party, or not used, such as phrases that should have typically been used by the agent (for example, compliance statements). Based on user-defined rules, EurekaLive can raise an alert that would typically result in a supervisor, analyst or other designated person listening to the relevant portions of the call. Speech Analytics | Our recently released research into next-generation customer analytics shows that the most participants (52%) use spreadsheets as a customer analytics tool. I recently wrote that while these popular tools are adequate for some tasks, they are not suitable for analyzing large volumes and many types of customer data.
So I think it is appropriate that one in four (26%) participants have adopted a dedicated customer analytics tool and a further 29 percent are planning to invest in such a tool in the next 24 months. There are good reasons to use a capable tool for this critical area of analytics. That said, the research reveals some other factors that impact the choice of customer analytics including real-time (21%), advanced (19%), statistics (14%), predictive (12%) and visual (10%) as first ranked priorities. Ventana Research tracks six technologies that are changing the Regards, Richard J. VP & Research Director Like this: Like Loading... DMG Consulting LLC - Speech Analytics Market Report Abstract.
DMG Consulting's eighth annual Speech Analytics Product and Market Report delivers analysis and insights into leading and emerging solutions, trends and challenges, market share and best practices. The Report is designed to give end-user organizations the comprehensive information they need about vendors, products, functionality, technology, competitive landscape, benefits, return on investment (ROI) and pricing, to select the right solution for their operating environment. Watching and analyzing the speech analytics market for a decade has given DMG Consulting unparalleled insight into what is important to contact center leaders, and how and when they adopt technology to improve their operating environment and best serve their customers.
As the customer journey - what happens with a customer at each touch point - is quickly becoming one of the most important concepts for companies to understand, speech analytics it playing an increasingly critical role. Key Reasons to Buy this Report. How To Use Speech Analytics in the Call Center. By Karen D. Schwartz Do your call center agents make customers happy? Do they solve customers’ problems? Do they upsell or renew when possible? Do they ever get frustrated with customers?
And how about your customers? Do they threaten to leave you for a competitor? When it comes to agent-customer interaction, one communication that goes awry is one too many. I’m talking about speech analytics — technology from companies like Envision, CallMiner, Aspect, Nexidia and Utopy that analyze voice calls in real time. If you monitor agents’ interactions with customers, for example, you can easily ferret out which agents aren’t being proactive, or which are not succeeding in satisfying customers.
You can even set up the speech analytics software to listen for specific phrases and, based on those phrases, immediately prompt the agent with proactive response alternatives. One reason for the slow technology adoption is cost and justifying ROI. So maybe it’s the fear of the unknown. Share: Analisi del call centre : Soluzioni Enterprise : Verint Italia : Verint. Www.cmimagazine.it/wp-content/uploads/2012/10/speciale-smau-web.pdf. Cdn.ttgtmedia.com/searchCRM/downloads/CRM_SASPD_v5.pdf. Sintesi vocale. CMMC - Customer Management Multimedia Competence. Arriva i-Tim Voice, nuovo portale vocale - ITespresso.it.
Si chiama i-Tim Voice il portale vocale di Telecom Italia Mobile, realizzato in collaborazione con Loquendo, la società di servizi e tecnologie vocali di Telecom Italia Lab, che ha realizzato la piattaforma vocale. Con la nuova soluzione, è ora possibile fare eseguire al telefonino – avvalendosi solamente della propria voce – le operazioni che fino a ieri venivano effettuate digitando un tasto. Tra queste, la selezione dei servizi presenti nel menu e la richiesta di informazioni. Per accedere ai servizi del nuovo portale, è sufficiente chiamare il numero 4444, sempre con il proprio cellulare, e seguire le istruzioni date dalla voce che risponde. Attivo dal 4 marzo, i-Tim Voice offre per il momento tre tipi di notizie, fruibili attraverso altrettante categorie bar sport, edicola, luna park.
Bar sport dà informazioni sul calcio, sul ciclismo e sui campionati mondiali di Formula 1 e di MotoGP. I contenuti di questa categoria sono offerti da B! E da Goalcity. Loquendo.it. Società giovane e dinamica, attiva nel settore del voice browsing e delle soluzioni di interazione vocale, Loquendo si è fatta strada sui mercati internazionali per l'ottimo livello raggiunto in termini di integrazione fra hi-tech e creatività. Con sede principale a Torino, Loquendo (Gruppo Telecom Italia) è oggi presente anche in Europa e America, avvalendosi di prestigiosi partner come Oracle. Con una ricca offerta di servizi, prodotti e soluzioni fruibili attraverso avanzate piattaforme gestionali, customizzate per numerosi campi d'applicazione, Loquendo.it è la vetrina web - debitamente corredata da interessanti demo, case studies e brochures multilingue - di questa società e dei suoi prodotti, finalizzati a fare della voce, oltre che uno strumento di business, un nuovo medium operativo in un quadro di piena convergenza multimediale, a tutto vantaggio dell'usabilità e dell'ottimizzazione nei tempi di gestione di diversi servizi destinati alle imprese e agli utenti.