cancel out the noise: 3 key speech & text capabilities

© 2014, Genesys Telecommunica5ons Laboratories, Inc. All rights reserved. 1 www.genesys.com

Cancel Out the Noise! Three Capabili5es Every Speech and Text Analy5cs Solu5on Should Offer

• an eBook from Genesys


What is Interac5on Analy5cs?

Interac5on Analy5cs is the process of analyzing recorded calls to gather informa5on, bringing structure to customer interac5ons and exposing informa5on buried in customer contact center interac5ons with an enterprise.


The Problem with Tradi5onal Solu5ons

Many Interac5on Analy5cs solu5ons lack the required accuracy to turn speech and text analy5cs into real ac5on. The technology for extrac5ng meaning from conversa5ons is inadequate and creates excessive “noise”.

Most analy5cs solu5ons can only process a small sample of your interac5ons when tuned to be mildly accurate. Commonly used analy5cs are not accurate enough as they only u5lize speech-‐to-‐text or phone5c conversion methods. Tradi5onal analy5cs lack integra5on with Interac5on Rou5ng and do not trigger workflows automa5cally.

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Why Do You need Interac5on Analy5cs?

Understanding what your customers say and how your employees reply can be an invaluable source of informa5on. Accurate Interac5on Analy5cs can tell you what causes customer disloyalty, why you miss out on sales opportuni5es and what coaching your employees need most. The same can be revealed to increase produc5vity and improve the customer experience—Interac5on Analy5cs provides insight into what is or is not working.


3 Key Capabili5es

A comprehensive Interac5on Analy5cs solu5on provides three key capabili5es to completely understand conversa5ons.

Filter through all conversa5ons

Discover emerging trends

Categorize all interac5ons


Filter Through All Conversa5ons

A search capability should enable you to filter through your inventory of recorded conversa5ons. Search can quickly find conversa5ons that contain the words “dissa5sfied” or “cancel my contract”, for example. The more accurate and comprehensive the Interac5on Analy5cs solu5on is, the beYer the search results will be.


Discover Emerging Trends

The discover func5on should automa5cally uncover emerging trends within conversa5ons which your organiza5on might not have been aware of. Discovery analy5cs can quickly reveal unexpected problems or emerging opportuni5es early so your team can take proac5ve ac5on before problems turn into disasters.


Categorize All Interac5ons

Understanding why your customers contact your organiza5on will help to determine key skill sets your employees need. When correlated with sta5s5cs such as First Contact Resolu5on, Handle Time or Net Promoter Score, you can effec5vely determine which areas you need to focus on to improve workforce efficiency and enhance the customer experience.


Limita5ons of Phone5c Indexing

Phone5c engines convert speech into phonemes, which are the smallest unit of language. The phonemes are then indexed and a search engine aYempts to spot combina5ons of phonemes which form keywords. This can be a good solu5on for searching for rare occurrences within large volumes of audio. However, phonemes by themselves are meaningless. This means you cannot re-‐create meaning and context, cannot accurately categorize interac5ons and cannot automa5cally discover emerging trends.


Limita5ons of Speech-‐to-‐Text Transcrip5on

Transcrip5on enables search and is required for automa5c discovery. However, to get true ac5onable insights from your Interac5on Analy5cs solu5on, a more sophis5cated and robust solu5on is required. Speech-‐to-‐text transcrip5on alone is insufficient. Commonly used speech-‐to-‐text technology only accurately transcribes around 60% of spoken words. The rest is “noise”. So much noise causes categoriza5on to be unreliable at best. Furthermore, many vendors are only capable of transcribing 25% of interac5ons, which greatly cripples search and discovery capabili5es!


Turning Analy5cs into Ac5on

Speech-‐to-‐Phrase Recogni5on™ directly recognizes en5re phrases within conversa5ons without first conver5ng speech into text or phonemes. Speech-‐to-‐Phrase provides far greater accuracy and completeness than conversion methods. When applied to all customer conversa5ons, automated workflows can be triggered to flag a compliance breach or invoke a customer reten5on event. It turns Analy5cs into real Ac5on.


Which Vendors Offer Which Capabili5es?

Capability Nice Verint Aspect Genesys

Speech-‐to-‐Text Transcrip5on of 100% of Calls

Unified Analy5cs Across All Channels of Contact

Speech-‐to-‐Phrase Recogni5on

Ac5onable Analy5cs

Control Interac5on Rou5ng based on Analy5cs


Join The Noise-‐Canceling Movement!

“Speech analy5cs enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously using tradi5onal methods.” DAVID FRIEDLANDER, PRESIDENT, HRRG

“Before implemen5ng Speech Analy5cs, our contact center quality monitoring and analysis systems and processes were good at telling us when on our FCR rate (and other KPIs) needed to get beYer, but they weren’t very helpful in discovering how we could improve our performance. Our exis5ng analysis processes and systems were simply unable to analyze enough of our calls in enough detail to discover macro-‐level issues in a reliable way.” PAMELA COOK, QUALITY COACH, CERIDIAN

Click the Logos to Read the Complete Case Study!

http://www.genesys.com/about-genesys/customer-stories/healthcare-revenue-recovery-group-maximizes-agent-performance-and-revenue-w

http://www.genesys.com/about-genesys/customer-stories/ceridian-corporation-uses-speech-analytics-to-improve-first-call-resolution


Ready to Cancel Out the Noise? Learn more

Genesys is a leading provider of mul5-‐channel customer experience and contact center solu5ons. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interac5ons every day across the contact center and back office. Genesys helps customers power op5mal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interac5ons.

http://www.genesys.com/platform-services/workforce-optimization/speech-text-analytics

cancel out the noise: 3 key speech & text capabilities

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