Speech Analytics

Speech Analytics is service of speech analytics. Will recognize calls to the text, analyzes 28 parameters of the speech. Automatically estimates work of operators on the check sheets, estimates customer loyalty level, allows to look for useful knowledge in calls (for example, the reasons of discontent of clients) and to trace their solution in dynamics. Starts automatic actions when finding calls on set to criteria.

History

2020: Partnership with OmniLine

On October 15, 2020 the OmniLine company reported that the Speech Analytics company became her partner.

Practically all companies write a talk with clients, however only 1-3% of dialogs listen afterwards and specialists analyze. As a rule, they do it after a low mark by the client of a call, or the direct complaint to the operator.

Thus, the vast majority of a talk remain unattended. Their records 'are stored' in storages, but nobody works with them — as to listen and analyze a huge number of hours of records if it is possible, then costs to the companies of big costs. And meanwhile dialogs with clients may contain valuable information. It not only a negative which was passed after all but also any messages to which the company in an amicable way should react. For example, clients can complain that a certain product expensive or delivery to the specific region too long. And if the company has an opportunity to react to all dialogs where there will be type phrases 'road', 'long' — it will help to start quickly processes of response to similar situations.

Speech Analytics proposes the solution which allows to transfer automatically all talk to the text and at once to estimate them on defined the check sheets. The company gives the chance to collect to clients the list of phrases on which service will react and start the corresponding processes in other systems.

The target industries for work of Speech Analytics service:

• Banks
• Telecom
• Retail/E-commerce
• Logistics
• Outsourcing CC
• Credit institutions / collectors
• Insurance
• And others

We work at the market three years, during this time we helped many large companies, without increasing their budgets, to increase the analysis of a talk with clients from 1% to 100%. However we faced that we can digitize work of contact centers, but to take the next important step and to implement our analytics in other systems of the company, we need the partner expert with long-term work experience in area of automation and integration and also a big pool of clients which can suit our solution. Such partner selected OmniLine company — Denis Kazantsev, the co-founder of Speech Analytics company noted.

Development of Speech Analytics struck us with the flexibility and speed of implementation — Alexander Rudnev, the managing partner of OmniLine company told about new partnership. Our company has a big portfolio of clients with own contact centers. We already implemented some of them this solution. Especially relevant when the companies continue to work far off in connection with an epidemiological situation. Including transfer contact centers to remote work. Respectively already small extent of control of work of operators decreases even more. The solution Speech Analytics allows to monitor all talk with clients irrespective of working conditions of operators. Are sure that our clients will appreciate the added features for development of the business.

Solutions which can offer jointly OmniLine business + Speech Analytics:

• Audit of all talk of the company and clients. Monitoring of all calls on made the check sheet in the automatic mode will allow you to pass our decision and to reveal cases which require more detailed consideration. For example, a system will look for dialogs in which clients used words 'badly', it 'is not pleasant', 'long' and so forth.
• Start of processes and control events. At detection of dialogs which demand any actions from the company the corresponding process will be automatically let into CRM.
• Recognition of an array. If at your company records of an old talk are stored, then our solution will allow to analyze quickly them irrespective of volumes and also will issue the report for analytics.