CreaVoice Speech Analytics
CreaVoice Speech Analytics automatically ascertains information about the structure, content and characteristics of conversations as well as characteristics of the speaker.
This information is predominantly used for quality assurance, process optimization and in business intelligence.
On the one hand it is possible to search through existing voice data for specific information and to prepare statistics. On the other hand, it is possible to react immediately to particular events in live operation by means of the voice dialog or the supervisor.
Automatically analyze, categorize and evaluate conversations in the contact center
- Determination of speaker characteristics e.g. age and gender
- Emotion detection
- Speaker identification
- Language identification
- Key word spotting
- Topic spotting
Business Process Optimization with Quality Monitoring
The focus is on recording, analyzing and evaluating conversations between contact centers and their customers. The content of these conversations is automatically analyzed. The results of the analysis are used partly to optimize business processes and partly to improve call quality.
Improvement of call quality and business processes
The analysis and evaluation supported by voice technology allows many call recordings to be examined for business-related issues, for example:
- Does the contact center agent stay on the subject?
- Do the agent's skills meet the requirements of the campaign?
- Is he able to implement specified corporate quality characteristics?
- Does he achieve the specified goals of the call?
- Does the caller come across as agitated or unhappy?
- Is reference made to current marketing activities?
CreaLog's highly-developed voice recognition technology makes it possible to "find" the relevant passages automatically from a whole host of call recordings. This allows the supervisor or team leader in the contact center to listen specifically to the sections of the call that the system has highlighted as problematic, to check suspected weaknesses and to initiate relevant coaching measures.
Technology Partner
