Cloud9 Speech and Multichannel Analytics

While digital customer service channels, such as webchat, email, messenger apps, social media and mobile, are increasingly popular, voice still remains the most used method for your customers to contact your business. If you record your calls then historically the only way to discover the value contained with each conversation was to listen to them. For many businesses it is simply not possible to listen to a large number of recordings. As a consequence the true value of the calls to your operation remains hidden. The Cloud9 Speech Analytics solution transcribes all of your call recordings and delivers invaluable and timely insights including:

• Why are your customers calling you?
• Which agents are performing best and which ones need more support?
• Emotion detection for both agent and customer
• Ensure call compliance scores
• Identify cross-sell and upsell opportunities that can lead to further revenues
• Keyword and keyphrase spotting

Whether your customers are contacting you via telephone, email, SMS, webchat, or social media, our solution provides the invaluable information you need to drive continual improvement in your customer service operation.

Traditional approach to Quality Monitoring

For many years contact centres used the replaying and scoring of calls recordings as the basis of measuring agents’ performance. Team leaders, or dedicated Quality Assessors listened to and scored a small sample of recordings for each agent. Reports were then generated using these evaluation scores to improve agent performance and also inform business decision making. Some of the limitations associated with this method of evaluation are as follows:

• It is a time-consuming and linear process
• Are the selected calls truly representative of an agent’s performance?
• How do you ensure consistency of evaluation scoring across all evaluators?
• If only a small sample of calls is used, how precise are the evaluation reports used to make your business decisions?
• If only 1% of calls for each agent are assessed, what additional useful information remains hidden inside the other calls? For example, why are your customers calling you?

Cloud9 Speech Analytics

Many companies are already aware of the benefits that speech analytics provides however the price of such a solutions has been prohibitive. Software licence fees and deployment costs along with the cost of upskilling team leaders, or employing specialist analysts, meant that speech analytics was beyond the financial reach of many. For these reasons legacy speech analytics providers focused on opportunities of 100 agents or more.

Cloud9 Speech Analytics provides all companies with a cost-effective way to gain immediate insights into 100% of your customer interactions. By using our advanced technologies such as AI and Machine Learning, and predictive analytics, we have both simplified and dramatically reduced the cost of speech analytics. Even the smallest contact centres can now enjoy all of the benefits that our advanced analytics solution offers.

The Cloud9 Approach

Emerging Imperatives

“It is becoming clearer that in order to achieve high performance …. analytics will become central to the strategies of many business going forward, and important to all.”