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Advanced Speech Analytics
Transform your contact centre with FourNet's advanced speech analytics solutions, designed to enhance customer interactions and drive operational efficiency using cutting-edge AI technology.
Why Speech Analytics is Essential
In today’s competitive market, delivering exceptional customer experiences is crucial. Speech analytics provides deep insights into customer interactions, helping contact centres identify trends, improve agent performance, and ensure compliance. With real-time and post-call analytics, organisations can proactively address issues and optimise their operations.
Technology Capabilities
Post Call Speech Analytics
VoiceAnalytics offers automated quality management and enhances contact centre performance with advanced voice and emotion recognition. Integrating seamlessly with CRM and TNPS systems, it utilises predictive analysis and machine learning to provide actionable insights. This tool helps in understanding customer sentiments and improving overall service quality.
Real Time Speech Analtics
AgentAssist empowers agents with real-time guidance on speech styles, emotions, and compliance requirements. By reducing average handle time (AHT) through automated content links and script advice, it ensures efficient call resolution. The tool also provides alerts to both agents and supervisors, facilitating immediate action and continuous improvement.
Omnichannel Analytics
Interaction Analytics deepens customer relationships by analysing voice and text-based interactions across all contact channels, including email, chat, and social media. This comprehensive solution allows for a unified view of customer interactions, ensuring consistent service quality and enhancing customer satisfaction.
Meet Your Business Objectives with Speech Analytics
Learn how Speech Analytics can help to drive the performance of your contact centre, improve customer experience and support agents:
PBX Agnostic
Our solutions integrate effortlessly with any PBX system, ensuring flexibility and compatibility with your existing infrastructure. This means you can adopt advanced speech analytics without overhauling your current technology stack, saving both time and resources.
Valued Insights
Gain valuable insights from customer interactions to drive strategic decisions and improve service delivery. By leveraging these insights, businesses can identify common pain points, track performance metrics, and tailor training programs to address specific needs, ultimately enhancing the customer experience.
Action Results
Transform insights into actionable results, enhancing both agent performance and customer satisfaction. With real-time feedback and post-call analysis, agents can continuously improve their interactions, leading to higher efficiency and better customer outcomes.
Speed of Install
Our rapid deployment ensures minimal disruption to your operations, allowing you to start benefiting from our solutions quickly. This swift installation process means your team can begin utilising the tools almost immediately, reducing downtime and accelerating your path to improved performance.
CX Team Experts
Leverage the expertise of FourNet’s CX team to maximise the impact of our speech analytics solutions and achieve your business goals. Our team of professionals will provide ongoing support, from initial setup to continuous optimisation, ensuring you get the most out of your investment.
Speak to us about Speech Analytics
Contact us today to discover how Workforce Management solutions can transform your organisation. Get insights on products, pricing, and how we can help you achieve your business goals.
Speech Analytics FAQs
Speech analytics involves analysing recorded calls to gather valuable customer insights. This technology uses AI and machine learning to identify trends, emotions, and key phrases, helping improve customer service, agent performance, and overall operational efficiency.
Speech analytics enhances customer experience by identifying common issues and sentiments, allowing businesses to address problems proactively. It helps in understanding customer needs and preferences, leading to personalised and improved service delivery.
The benefits include improved agent performance through real-time feedback, enhanced customer satisfaction by addressing issues quickly, better compliance with regulatory requirements, and valuable insights for strategic decision-making.
Speech analytics ensures compliance by monitoring interactions for adherence to regulations and company policies. It can identify non-compliant behaviour in real-time, enabling immediate corrective actions and reducing the risk of fines.
Yes, speech analytics solutions like VoiceAnalytics, AgentAssist, and Interaction Analytics can seamlessly integrate with existing CRM systems, knowledge bases, and other contact centre technologies, enhancing their functionality and effectiveness.
What kind of data does speech analytics provide?
Speech analytics provides data on customer sentiment, call duration, keywords, phrases, compliance breaches, and overall interaction quality. This data helps in understanding customer behaviour, improving service, and training agents.
No, speech analytics can benefit contact centres of all sizes. Whether you have a small team or a large operation, the insights gained from speech analytics can significantly improve customer interactions and operational efficiency.