In contact centers, huge amounts of data are collected daily from diverse contact channels. A manual assessment of this volume is nearly impossible; however, the information is far too valuable to be ignored. After all, it comes directly from the customer and can be used for upselling or to improve the customer’s experience.
Solutions for speech and text analytics support contact center operators by comprehensively filtering incoming communications. Important information can be extracted on demand, and agents can be evaluated in a quicker and more effective manner. In addition, critical interactions can be automatically identified for immediate reaction.
You define the content and timing of data to be analyzed. Thus, you can search for conversations belonging to a predefined category or containing specific words, phrases or emotions. ASC's analytics solutions then structure the defined communications and return results by directly tagging them to each conversation.
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