In contact center of Conscience the recording system and analysts of the speech of ZOOM is implemented

2019

"Conscience", the first card of payment by installments (the project of the QIWI group), optimized work of contact center using a recording system of calls and analytics of the speech of ZOOM Speech Analytics. The solution allowed to reduce operating expenses, to increase efficiency of operators and to provide stable customer service quality. The project was implemented in partnership with CTI company in one month.

The boxed solution ZOOM Speech Analytics has the speech engine for processing of audiocalls and records of screens with the minimum use of the equipment. With its help Conscience analyzes the content of 100% of talk of operators, manages requests of search in customer appeals, selects useful information, for example, cases of emotional discontent, presence of long pauses and also existence of the latent or not solved claims.

Thanks to the fact that the solution provides data almost in real time the company manages to react quickly to disputable or unresolved questions of clients and to adjust business processes due to replication of best practices of informing and a customer support and also to quickly give to employees a feedback. Creation of the reporting under key indicators in a system is available without additional participation and the help of IT specialists.

Already according to the results of the pilot period of use of ZOOM Speech Analytics the indicator of FCR (First Call Resolution) in Conscience increased by 2% (from 96% to 98%), and AHT (Average Handling Time) decreased by 4% (with 247 with to 242 c). For achievement of a bigger result in plans at the company solution integration with the CRM system and the database.