Sold by: CSS Corp
Speech Analytics is Dead Long Live Voice Analytics:
Our modern days speech analytics technologies revolve around the “content” of a conversation. Such solutions are designed to analyze what was said by customers and associates and in what context. This is achieved by converting speech into text or through phonetic indexing. The result is a searchable database of what associates and customers said during the conversations.
Whereas our voice analytics focuses on “how” it was said. Voice analytics hones in on and scores certain qualities of a speaker’s voice, such as tone, pitch, and tempo to form an assessment, such as measuring the customer’s mood.
For example, a customer may use the word “fantastic” but by recognizing cues, a voice analytics solution can determine that the customer is unhappy. The associate may then receive an alert on how to respond appropriately.
Overview
A modern-day contact center has numerous moving parts, ranging from customer engagement applications, queuing, and routing systems, to CRMs and workforce optimization solutions. Running this complex ecosystem seamlessly and harmoniously is critical to reducing customer effort and delivering world-class customer satisfaction.
However, the industry lacks a platform that binds these different components together synergistically
Backed by a stellar award-winning journey in orchestrating superior customer experiences for more than two decades, CSS Corp brings CSS EDISON™ – its definitive CX Transformation Platform. CSS EDISON™ is an end-to-end technology platform that unites customer services’ three essential pillars seamlessly: elevating customer engagement, driving intelligence & insights, and amplifying agent productivity. Its modules leverage cutting-edge technology, including AI, cognitive RPA, analytics, and augmented reality, to deliver customized solutions for clients, and ensure tangible business benefits for them.
Speech Analytics is Dead Long Live Voice Analytics
Speech analytics technologies are centered on the content of a conversation. Such solutions are only designed to analyze what was said by customers and associates, and in what context. This is achieved by converting speech into text or through phonetic indexing. The result is a searchable database of what associates and customers said during the conversations.
Whereas our Voice analytics solution that leverages Amazon Connect focuses on how it was said. Voice analytics hones in on and scores certain qualities of a speaker’s voice, such as tone, pitch, and tempo to form an assessment, such as measuring the customer’s mood.
For example, a customer may use the word “fantastic,” but by recognizing cues, a voice analytics solution can determine that the customer is unhappy. The associate may then receive an alert on how to respond appropriately.
Considering these changes and to serve its customers better CSS Corp has created a market tested tool that helps to
•** Automate 100% of QA process** for performance improvement of agents and appropriate call handling • Enables holistic product feedback by integrating Social Media, Sentiment Analysis, Chat Analysis, Email Analysis, and Voice Analysis of data from major CRM and ITSM soultions • Automatically discovers and analyzes words, phrases, categories, and themes spoken during calls to reveal rising trends and areas of opportunity or concern • Can transcribe and analyze recorded calls to help surface valuable intelligence
Contact US Form https://www.csscorp.com/contact-us/
Highlights
- Edison has an added a layer in VAS that explain Cause of CX disruption and then this information is passed on to a powerful real-time decision engine which factors in additional customer and contextual information, before making its next-best-action recommendation.
- Provide personalized CX with increased context using Voice tenure (speech to text) CSS Corp’s speech analytics solutions automatically discover and analyze words in 25+ languages and 100+ dialects to uncover insights for strategic decision making.
- Improve the quality of Call Handling, Customer Satisfaction and improve agent performance for customers delight using built in powerful tools using Active Insights.
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Support
Vendor support
Premium Support for CSS EDISON™ (voice and speech analytics offering) enhances your in-house resources with technical experts for global Edison deployment, maintenance, assessment, and upgrade.
This support level also gives you access to Free Contact Center Assessment for CX Enhancement, Support and Modernization to enable contact center automation.
Contact US Form https://www.csscorp.com/contact-us/
Email Support info@csscorp.com
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