Improve Risk Management And Quality Assurance Coverage With Conversation Analytics
Call Journey bridges the gap between audio sources and business analytics and intelligence providers. We streamline the process that allows customers to analyze their voice interactions in Microsoft Ecosystem. Our AI-based processing ecosystem called VoiceAI then transcribes the audio recordings into text and delivers a rich metadata stream containing information about the conversation. This information includes:
- Every word and every utterance transcription and “score”
- Gender
- % Silence
- Sentiment
- Emotion
- Call duration
- Agent I.D, Agent/Client Classification
- Diarization, Redaction (audio & text)
- Emotional Intelligence
- Confidence
- % Overtalk
- Speaker Clarity Punctuation; and
- Call Success
QUALIFYING QUESTIONS
- What is the cost of “doing nothing” to your business?
- What is the business impact for breaches of compliance to regulatory controls?
- How robust is your compliance and regulatory environment?
- Are you monitoring more than 5% of your calls?
- Are your QA staff focused on targeted QA risks or are they monitoring randomly?
- Do you have a good handle on what your staff are saying to your customers?
- How many agents are in your contact centers?
- Where are your agents located and what is their language of choice?
PAIN POINTS
- Quality assurance and risk management process is not robust
- Incomplete understanding of what we are saying to customers
- Compliance, regulatory and reputational risk
- Lack of insights to improve sales, service and retention
- Challenges in implementing agent scorecards due to data validity and volume
- High staffing cost due to manual review of calls, only reviewing a small sample of calls
- Script adherence not at the desired level
DESIRED STATE - HOW TO FIX IT
- Transcribe audio recordings into text and deliver a rich metadata stream containing information about speaker’s sentiment and emotion to ascertain agent compliance levels
- Gain more effective insight on what we are saying to customers
- Through conversation analytics, get constant pulse on what agent adherence to scripts and regulation
- Ensure proactive fraud management is in place
- Include conversation analytics in your governance, control and risk management system
- Increased coverage of call assessments (go to 100%)
- Create automated agent scorecard
Buying Personas
CHALLENGE
Automate QA and ensure robust risk management process.
HOW WE HELP
Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.
CHALLENGE
Incomplete and inconsistent insights from post-call surveys.
HOW WE HELP
Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near real-time finger on the pulse of customer insights and the risks and opportunities for her business.
CHALLENGE
Create the right content and develop more personalized campaigns to keep the ever-growing customers engaged.
HOW WE HELP
By utilizing Conversation Analytics, Lisa was able to build in-depth customer profiles to improve messaging, make smarter optimizations and provide more personalized experiences that drive revenue.
CHALLENGE
Discover the drivers behind the significant AHT discrepancies.
HOW WE HELP
Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.
Solution? CONVERSATION ANALYTICS!
Easy Integration with your own Business Intelligence and Analytics platform
Call Journey's audio connectivity and voice flow module integrates with many of the world's leading audio capture platforms, making the automated process of audio extraction from hundreds of different audio formats and structures – easy.
Data is delivered straight into your own business intelligence and analytics platform through Call Journey's Data Bridge, our very own business intelligence connector product, allowing you to easily analyze and monitor 100% of customer conversations to track agent engagement, performance and measure customer satisfaction – all at a click of a button.
Call Journey is also global speech analytics partner to Microsoft and Genesys, making it easy for customers of both omnichannel solutions providers to analyze data seamlessly and easily without leaving their analytics environment.
