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Interaction Analyzer® puts intelligent real time speech analytics within the reach of any contact center or enterprise. This cost-effective 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.
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 have spoken and on the scores (positive or negative) assigned to them when the keyword lists were created.
Supervisors can then make better informed decisions on which calls might need assistance by using Analyzer scores with other data 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 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.
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