Speech Analytics Alerts
for Real-Time Coaching

How it Works

Alert takes advantage of SIPREC-enabled environments and other solutions to capture speaker separated audio with call recording. Alerts generated from securely redacted transcribed data are immediately available via REST-based API for insight and action.

 

Immediate

Real-time Speech-to-Text
Speaker Separation
Redaction without data at rest

Scale

Optimized for massive scale
Quality audio for accuracy
Bypass call recording

Engage

Individualized Agent Portal
In-line Call Player
Threaded Discussions

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  • “These awards are voted on by real-life contact centers that are using the technology, rather than selected by a panel of ‘experts’. The detailed comments made by those that voted for CallMiner clearly show what customers love about the technology. CallMiner was singled out for its user-friendliness and robust in-depth analysis of customer interactions and agent performance, which provides management with excellent insight into what is happening in their contact center every day.

    Jonty Pierce
    Call Editor, Centre Helper

How it Helps

Alert provides real-time customer interaction insight to enable immediate awareness and in-the-moment action while a call is in progress. Real-time redaction ensures secure data management

In-the-Moment CX Intervention

  • Discover what drives positive customer experiences
  • Quickly identify at-risk customers and take proactive steps to retain them
  • De-escalate an emerging issue to proactively prevent formal complaints

Optimize Agent Performance

  • Calculate the relative risk level of any call based on conversational content
  • Reduce the occurrence of fines and legal action
  • Improve response times and lower overall monitoring costs

Ensure Compliance & Mitigate Risk

  • Assess the relative risk level of any call based on conversational content
  • Drive more powerful, fact-based coaching
  • Reduce agent turnover and onboarding time

In-the-Moment CX Intervention

  • Discover what drives positive customer experiences
  • Quickly identify at-risk customers and take proactive steps to retain them
  • De-escalate an emerging issue to proactively prevent formal complaints

Optimize Agent Performance

  • Calculate the relative risk level of any call based on conversational content
  • Reduce the occurrence of fines and legal action
  • Improve response times and lower overall monitoring costs

Ensure Compliance & Mitigate Risk

  • Assess the relative risk level of any call based on conversational content
  • Drive more powerful, fact-based coaching
  • Reduce agent turnover and onboarding time

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How it’s Better

Efficient

Real-time acquisition of customer interaction data without call recording

Accurate

Captures high quality stereo audio for speaker separated identification and precise transcription

Customizable

Standard-based API for integration with existing systems

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Key Features

Transcription

Advanced natural language processing (NLP) and machine learning techniques are combined with highly accurate large vocabulary speech recognition (LVCSR) technology used to transform source audio streams into human readable full text transcripts in real-time. Sensitive data is redacted in real-time and available for presentation and in-the moment action via a standards-based API. Data can also be sent post-interaction to Eureka Analyze for additional review and analysis.

Alerting

Real-time monitoring technology scans the live stream of audio transcriptions to rapidly identify events such as keywords, phrases or acoustic measures which you have defined as important.  Algorithms can be configured to automatically trigger notifications that you can API-configure to alert your agents to the next-best-action and inform your supervisors about when and how they need to intervene on a call to optimize customer.

Redaction

Numeric-based PCI/PII data such as credit card numbers are identified in audio streams as they are being transcribed and are securely redacted both from the text transcripts and source audio files, ensuring regulatory compliance and to mitigate legal risk.

API

A REST-based API enables critical notifications for compliance violations, customer dissatisfaction or upsell opportunities that are driven by language and acoustic events occurring in live calls to be delivered via the interfaces that your staff are familiar with — line-of-business applications, external platforms and solutions for data analysis and visualization, BI, CRM and many more.

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