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Speech analytics

Speech analytics

Contact Center speech analytics

With contact center speech analytics it is possible to analyze customer contact by telephone. Telephone customer contact offers a wealth of information. What customers say on the phone is of great value. But how do you get the value from all telephone calls of the customer contact center when it comes to hundreds, thousands of customer interactions?

With contact center speech analytics it is possible to analyze recordered calls (with voice logging) on all kinds of topics. Call reasons, KPIs, sentiment, non-talk, compliance and customer statements. With speech analytics from Bumicom you can quickly and easily analyze all telephone conversations.

Analyzing phone calls with speech analytics

Extract valuable information from telephone conversations

Speech analytics makes it easy to analyze all telephone conversations and provides organizations with immediate valuable information such as:

  • call reasons
  • sentiment
  • non-talk, silence time in phone calls
  • repeat traffic
  • agent performance (automatic quality monitoring)
  • marketing effectiveness
  • customer satisfaction, voice of the customer
  • competition
  • compliance

Speech analytics quality monitoring

Automatic quality monitoring with speech analytics

Speech analytics provides contact center and organization with valuable information and can also be used to automate quality monitoring. With speech analytics quality monitoring, 100% of telephone calls are automatically analyzed for KPIs that say something about agent performance. The supervisor / team leader / coach can immediately see which agents need coaching or training on which KPIs. The analysis is objective and every time along the same yardstick. There is more time for coaching and it is soon clear whether this will lead to the desired trend.

What is Neural Phonetic Speech Analytics ™

Nexidia (interaction analytics) speech analytics consists of Neural Phonetic Speech Analytics ™ and combines the power of Large Vocabulary Continuous Speech Recognition "LVSR" (speech-to – text) and Phonetic Indexing to maximize speech analysis accuracy.

During a demo we offer the opportunity to get acquainted with this solution.

Customer contact analysis with speech analytics

With speech analytics, the effect of the implemented improvement actions can be continuously analyzed, such as:

  • non-talk time
  • increase sentiment
  • reduction of repeat trafficreduction in the number of complaints
  • increase cross and upsell
  • reduction in churn
  • compliance

More information about speech analytics

Do you want to use speech analytics for your customer contact organization? Contact us for more information or a demo. We are happy to discuss with you how we can be of service to you and how Bumicom can offer you the best possible speech analytics solution.

Speech analytics

Speech analytics

Contact Center speech analytics

With contact center speech analytics it is possible to analyze customer contact by telephone. Telephone customer contact offers a wealth of information. What customers say on the phone is of great value. But how do you get the value from all telephone calls of the customer contact center when it comes to hundreds, thousands of customer interactions?

With contact center speech analytics it is possible to analyze recordered calls (with voice logging) on all kinds of topics. Call reasons, KPIs, sentiment, non-talk, compliance and customer statements. With speech analytics from Bumicom you can quickly and easily analyze all telephone conversations.

Analyzing phone calls with speech analytics

Extract valuable information from telephone conversations

Speech analytics makes it easy to analyze all telephone conversations and provides organizations with immediate valuable information such as:

  • call reasons
  • sentiment
  • non-talk, silence time in phone calls
  • repeat traffic
  • agent performance (automatic quality monitoring)
  • marketing effectiveness
  • customer satisfaction, voice of the customer
  • competition
  • compliance

Speech analytics quality monitoring

Automatic quality monitoring with speech analytics

Speech analytics provides contact center and organization with valuable information and can also be used to automate quality monitoring. With speech analytics quality monitoring, 100% of telephone calls are automatically analyzed for KPIs that say something about agent performance. The supervisor / team leader / coach can immediately see which agents need coaching or training on which KPIs. The analysis is objective and every time along the same yardstick. There is more time for coaching and it is soon clear whether this will lead to the desired trend.

What is Neural Phonetic Speech Analytics ™

Nexidia (interaction analytics) speech analytics consists of Neural Phonetic Speech Analytics ™ and combines the power of Large Vocabulary Continuous Speech Recognition "LVSR" (speech-to – text) and Phonetic Indexing to maximize speech analysis accuracy.

During a demo we offer the opportunity to get acquainted with this solution.

Customer contact analysis with speech analytics

With speech analytics, the effect of the implemented improvement actions can be continuously analyzed, such as:

  • non-talk time
  • increase sentiment
  • reduction of repeat trafficreduction in the number of complaints
  • increase cross and upsell
  • reduction in churn
  • compliance

More information about speech analytics

Do you want to use speech analytics for your customer contact organization? Contact us for more information or a demo. We are happy to discuss with you how we can be of service to you and how Bumicom can offer you the best possible speech analytics solution.

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