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Speech Analytics Overview

Gerald SinclairProduct Specialist

Speech Analytics

• What is speech analytics?

• Need for speech analytics

• Benefits of speech analytics

• Best practices

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• Speech analytics is an automated method of analyzing call data

• This allows for location of key words or phrases to be identified and then catalogued

• These catalogued tags can then be searched, reported and utilized to drive business needs

What is Speech Analytics?

“Behind the Scenes”

• Phonetics

• LVCSR

• Direct Phrase Recognition

• Hybrids

Need for Speech Analytics

• Insight – speech analytics enables organizations to obtain an overview of performance across business units within the operation

• Intelligence – speech analytics can make multiple searches across thousands of recorded calls to identify valuable business intelligence

• Risk management – 100% monitoring of calls improves risk management by enabling greater visibility into risk

• Quality tool – 100% call monitoring enables greater awareness, adding value to quality programs

Benefits

• Quickly identify trends within call recordings• Ability to identify agent/employee call opportunities• Improve compliance with scripting adherence• Assist with FCR• Quality assurance• Locate mention of competitors• Assess business drivers• Root cause analysis• Escalation prevention

Best Practices - Tools for Success

• Index file keep days• Determine tag configuration– 1:1= granular– 1:many= broad

• Use longer key phrases • Set appropriate confidence levels

Examples

• Escalation: “Transfer me to a supervisor. I’d like to speak to a manager.”

• Adherence: “Thank you for calling… I can help you today”

• Churn: “I want to close my account.”

• FCR: “I called man times. It still isn’t resolved.”

Uptivity Speech Analytics

• Phonetics-based

• Module walk through

Questions?

Thank you!

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