Interaction Analyzer™
Interaction Analyzer is a cost effective solution that puts intelligent real time speech analytics within the reach of any contact center or enterprise. The Interaction Analyzer application is part of the Customer Interaction Center™ (CIC) all-in-one suite of products, which makes it quick and easy to deploy by leveraging the CIC architecture.
- Define lists of keywords with alternate spellings and scores
- Associate keyword lists with one or more inbound/outbound queues
- Get immediate, accurate detection with channel separation (agent vs. customer)
- Support multiple languages concurrently
- Spotability™ guidance and threshold control
Simply recognizing a spoken word or phrase and alerting a supervisor is not necessarily the most effective use of speech technology. Nor does it really qualify as analytics, which is where scoring comes into play.
During a live call, as Interaction Analyzer spots keywords and phrases, it is continually updating a set of scores for each interaction. Both the agent and customer have a cumulative score assigned to them that can be seen in Interaction Supervisor®. This score is calculated based on the keywords and phrases the agent and customer each have spoken, and on the scores (positive or negative) that were assigned to them when the keyword lists were created.
Supervisors can then make better informed decisions on which calls might need assistance by using the Analyzer scores with all the other data that’s available about the interaction.
Customer call:
Customer Score (-15)
Agent Score (+10)
Agent (Mark)
Customer (Acme, Inc.)
|
Supervisor action:
Acme is one of our larger accounts and they don’t seem to be happy, but Mark is my top agent and is saying the right things. I’ll just listen in on this interaction to see how it’s going. |
When supervisors aren’t actively monitoring queues, they can set alerts to watch for certain scores and send out notifications that a current call has passed an acceptable threshold. Or leave the supervisor out of it, and use CIC’s desktop API to have the system automatically provide the agent with assistance to handle the call.
- Overcome the high cost of existing speech analytics solutions by leveraging the existing architecture of the CIC all-in-one platform to simply turn on the Interaction Analyzer licenses.
- Highlight interactions and agents in real-time that need attention, limit negative impact on customer service, and improve the efficiency and effectiveness of the contact center supervisory role.
- Identify trends more easily by using speech analytics data, stored with recorded calls, to assist with agent or process improvements.