Cloud9 Speech Analytics for the contact centre

Cloud9 Speech Analytics improves contact centre and enterprise performance through conversational text and speech analysis. It immediately reveals insights from automated analysis of communications between you and your customers across multiple channels, including phone, email, chat, social and more.

With Cloud9 Speech Analytics you have the peace of mind that comes with monitoring 100% of you communication channels. Furthermore, Cloud9’s automated analytics capability is completely objective and ensures consistency and fairness.  Our solution permits management by exception, flagging the unusual, unplanned and undesirable. Cloud9 Speech Analytics helps you to guarantee both compliance, and to optimise sales and customer service environments. With the appropriate metadata it is able to provide a view of the complete customer journey whether during an individual end-to-end transaction or across every touch point you have ever had with that client.

Key features of Cloud9 Speech Analytics

Some of the key features of our analytics solution are as follows:

1. Product Features

2. Security and Compliance

• Brand  / Script  Adherence:  Detect  and  flag  the  degree  of deviation from quasi-verbatim scripts
• Compliance (PCI-DSS, SOC 2, GDPR): Redact sensitive numeric data such as credit card numbers social security numbers, and other personal identifiers. Ability to selectively mute sensitive audio
• Permanent transcription record for phone calls if ever required for legal or compliance purposes
• Automated Call Scoring: Customer Quality Assessments forms easily created or modified without having to depend on Cloud9’s Professional Services.

3. Real-Time Agent Assist

In regulated environments in particular, it is often not just what was said or written but when it was communicated that matters. Cloud9 Speech Analytics  monitors the timing and context of your agents’ interactions with customers. Optional Real-Time Analytics helps you avoid going out of compliance, alienating customers, or missing a sales opportunity.

• Notifications to agents when they have gone out of compliance
• Supervisor Heatmap Dashboard identifies problem calls and alerts supervisors
• Supervisor alerts and interventions
• Useful tips or documents can be pushed to agents during active calls

4. Flexible Architecture and Deployment

• Runs on GPU and CPU platforms
• Powerful database uniquely allows Elastic-type searching of unstructured (NoSQL) data including full text search
• SQL query capability
• Open APIs for easy integration to external data sources
• Auto-scaling on commodity hardware
• Flexible deployment options:
  • Cloud9’s data centre
  • Customer’s data centre
  • Customer premises

5. BENEFITS

• 87% INCREASE IN OPERATIONAL EFFICIENCY – automating processes, reduced customer hold times
• 32% INCREASE IN CSAT SCORES – improved agent knowledge increases customer retention
• 18% REVENUE INCREASE – identify and share excellent agent calls, and Root Cause Analysis to help improve lower performers
• 40% IMPROVEMENT IN COMPLIANCE – driven by 100% compliance monitoring
• ROI IN LESS THAN 60 DAYS with customers reporting productivity gains of 400%