The first step – what am I looking for?
Calabrio offers several simple options for customers to leverage the value of speech analytics. By providing a phased approach for customers that are interested in easing into the very real benefits of speech analytics, Calabrio works at your pace. First time implementers can begin by targeting their analysis. Are there customer service issues? What are the competitive threats? Are agents resolving customer concerns on the first call? Are agents complying with script adherence?
What makes Calabrio Speech Analytics unique?
Save time by targeting your analysis.
Calabrio provides a powerful process for finding calls of interest. Pinpoint calls you might want to analyze from calls you don’t – thus focusing the time and effort required to achieve an effective analytics program. Some of the top use cases include compliance to mitigate risk, quality management to improve efficiency, and sales and marketing to protect and grow revenue.
Search for keywords that point to issues and trends.
Identify your business case and our team of skilled linguistics will work with you to set up your phrase libraries that will pinpoint the words and phrases among hundreds of thousands of recorded transactions, all while utilizing Calabrio’s powerful phonetic search technology. Allow your QM, Compliance or Business analysts to clearly see what’s being talked about in your business to provide peace of mind or inspire immediate action.
Analyze and take action.
Calabrio Speech Analytics Dashboards are built in our trademark Web 2.0 framework, so they are clear, flexible and personalized to each individual user. Each dashboard is configured based on a wide variety of parameters, including individual phrases, phrase categories, agent performance, team performance, and varying date ranges to show trends. This process is fast and efficient, so you can access the search results in near real time.
Unified applications for business ease.
Most businesses want to find related data all in one place. Now, Calabrio ONE customers can access analytics dashboards within the Calabrio ONE interface. With a single sign on, supervisors, managers, evaluators and analysts can access a unified view of contact center performance metrics from QM, WFM, and Speech Analytics for ease and clarity.
For more information contact us here.