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Interaction Analyzer™ and Speech Analytics

Enhance real-time speech analytics.

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.

An example

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.

A unique solution for speech analytics

  • Overcome the high cost of existing speech analytics solutions by leveraging the existing architecture of the CIC all-in-one platform to turn on the Interaction Analyzer licenses
  • Highlight interactions and agents that need attention in real-time, limit negative impact on customer service, and improve the efficiency and effectiveness of the contact center supervisory role
  • Identify trends by using speech analytics data stored with recorded calls to assist with agent or process improvements

Real-time keywords and phrase spotting

  • Define lists of keywords with alternate spellings and scores
  • Associate keyword lists with inbound/outbound queues
  • Get immediate, accurate detection with channel separation (user vs. customer)

Real-time monitoring, alerting, interaction scoring

  • View words spotted plus scores per interaction for monitoring as desired
  • Set alert on calls with low/high scores
  • Track per user and per queue scores

    • Keyword spotting reporting

    • Report specific keyword category trends by queue, user, or summarized stats
    • Use Interaction Recorder® to store speech analytics with recordings for quick search and trending analysis

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