In Russia one of the first analysis systems of the speech is implemented

For the first time in Russia the "National Service of Collecting (Police Officer Debt Agency)" company implemented a recording system and analysts of the speech of Speech Analytics (Verint developer). A system is used within uniform contact center of the collection agency. The CROC company acted as integrator of the project.

The national service of collecting services 83 regions of Russia, has representations in 55 cities of Russia. The organization renders services in accounts receivable management in banks, insurance companies, the largest telecommunication companies, networks of retail.

According to TAdviser Roman Frantov, the head of call centers of CROC company, the project in "National service of collecting" is unique first of all the fact that this first system implementation of record and analytics of the speech in the domestic market. "This customer decided to change some of the first approach to job evaluation of call center operators, to quality-monitoring", - he explained.

CEO of "National service of collecting": thanks to the system of analytics of the speech we reduced quantity of inefficient calls by 9%

According to the expert, leaders in the market of the systems of analytics of the speech Verint and Nice are world. From the Russian players it is possible to select "Center of Speech Technologies" (CST) which works in this direction long ago and has quite good practices for the Russian market as they initially were guided by Russian.

Anna Mamikonyan, the chief executive on sales and work with partners in Russia and the CIS countries of Verint, told TAdviser that Verint is present at the Russian market more than two years, the company has other partners in addition to CROC, including active cooperation with orchestra seats of Avaya which advance the solutions Avaya WFO (Workforce Optimization) is conducted.

By words Anna Mamikonyan, Verint in Russia implements many projects, but implementation of analytics of the speech – only one. However, according to Roman Frantov, CROC has some more pilot projects on implementation of such systems in banking sector. "Speech analysis systems difficult therefore the customer at the time of solution integration should have a certain level of a maturity of call center. Normally it is large banks and telecom operators", - he explained.

As for the project in "National service of collecting", the implementation project of Speech Analytics took two months. A system analyzes not only a voice, but also an emotional status of interlocutors. Within the project works on integration of solutions of Verint with the existing system of outgoing call-down Avaya APC were carried out and also updated given about the existing scheme of work of contact centers.

According to Artur Aleksandrovich, the CEO of "National service of collecting", daily the contact center of the company produces more than 60 thousand calls. "Thanks to Speech Analytics we managed to reduce inefficient procedures and volume of the calls which are not making for our clients for profit by 9%", - he noted.