CallMiner Speech Analytics Everything else is just talk. Cliff LaCoursiere SVP Business Development - CallMiner, Inc.
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1 CallMiner Speech Analytics Everything else is just talk. Cliff LaCoursiere SVP Business Development - CallMiner, Inc.
2 Agenda Why speech analytics? How CallMiner speech analytics works Speech analytics applications what to look for Sample applications Speech and text analytics application integration Value of combining speech and text analytics 2
3 Why Speech Analytics? 3
4 Why Speech Analytics? Text, Chat Contact Center Calls your call may be monitored 4
5 Why Speech Analytics? Hear directly from your customers If they re satisfied, or not - and why Which one s s are most likely to cancel their accounts before they do it What product promotions are working Which competitive promotions are working better Why they re calling 5
6 Why Speech Analytics? Listen to every agent contact to... Pinpoint problems with agent performance Identify specific agents that need extra training Know if your agents are offering the right products - at the right time. Know how your agents are handling the calls 6
7 How CallMiner Speech Analytics Works 7
8 How CallMiner Speech Analytics Works Agent: Thank you for calling 123Bank. How can I help you? agent id politeness branding compliance Customer: Yeah I just called and <silence> I got cut off. I need my savings account balance acoustic stress repeat caller Agent: Oh I m sorry about that. Your Gold Savings account balance is $12, account number empathy Customer: I need to transfer money into my current account so I don t get hit with more overdraft fees acoustic tempo dissatisfaction acoustic stress Agent: OK I can help with that. <silence> Would you like to sign up for overdraft protection at $5 per month? upsell language product politeness mention Customer: Forget it! Other banks do that for free! <silence> churn language Just move $500 for now. acoustic stress competitive language Agent: OK I ve taken care of that for you. Is there anything else I can help you with today? Metadata agent id call routing account number Speech Data politeness branding compliance repeat caller empathy dissatisfaction product mention upsell language competitive language churn language Acoustic Data acoustic stress acoustic tempo % of silence % of talk
9 How CallMiner Speech Analytics Works Agent: Thank you for calling 123Bank. How can I help you? Customer: Yeah I just called and <silence> I got cut off. I need my savings account balance Agent: Oh I m sorry about that. Your Gold Savings account balance is $12, Customer: I need to transfer money into my current account so I don t get hit with more overdraft fees Agent: OK I can help with that. <silence> Would you like to sign up for overdraft protection at $5 per month? Customer: Forget it! Other banks do that for free! <silence> Just move $500 for now. Call Categories Unhappy customer Mention of late fees Competitive offer High churn risk High stress Agent: OK I ve taken care of that for you. Is there anything else I can help you with today?
10 Speech Analytics Applications what to look for Speech analytics solution that: Automatically captures and stores all call data Analyzes all call data to accurately discover the content, context and purpose of every conversation Analyzes every call to deliver a complete view of the customer experience in the contact center 10
11 Sample Applications Improve Customer Satisfaction By quickly identifying and responding to customer needs And increasing customer retention Improve Agent Performance By tracking agents response Delivering targeted training And enhancing quality management Increase Sales By improving cross sell/up sell success rate Strengthening customer loyalty And increasing lifetime value Improve Marketing Effectiveness By continuously tracking and quickly responding to: Program results Competitive offers Customer preferences 11
12 Speech Analytics Application Integration Starting point - Speech Analytics is not: Purely about speech recognition Speech to text transcription Speech Analytics is: Converting recorded conversations into useable data and then analyzing the content and context of the call to discover what the call was about 12
13 Speech Analytics Application Integration Recording System Audio Conversion Audio Files Audio & Metadata Processing Communication Publish Results Queries & Results SQL Rough text Meta data Acoustic data Categories CTI Data Data table aligned by customer ID, call ID etc. Queries and Results Speech & Text Analytics Applications Verbatims Publish Results Topic ID Context Names Categories SQL Customer data Text extractions 13
14 Value of combining speech and text analytics Some industries (cable, telecom, travel) over 90% of customer contact is through the call center Agent/customer recordings account for what was said and what the outcome of the call was Text and Call Mining provide a richer view to customers comments and opinions Adding text to speech analytics can yield a 360 o view into customer transactions The sum of both customer dialogue and text provides robust actionable information 14
15 Speech and text analytics Questions? 15
16 CallMiner Speech Analytics Everything else is just talk.
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