In today’s highly-competitive market-place every customer interaction is a touchpoint representing your organisation's brand. Can you guarantee that all your voice interactions are truly consistent with your corporate communications and compliance guidelines?
Imagine having the capability to understand how each of your agents was performing, on a daily basis, so that you can reward high performers and prioritise training requirements. And equally, being able to proactively respond to customer concerns before they become issues, The Aurix phonetic speech search engine makes this vision a reality, its call quality monitoring feature provides daily feedback on potential compliance issues, by allowing you to evaluate up to 100% of your recorded calls, compared to around 10% afforded by speech-to-text solutions.
In today’s challenging customer contact centre environment your customer service representatives spend the majority of their time dealing with complex and time-consuming calls. So it is ever more critical that they handle these calls according to your corporate guidelines. Can you be sure that they are following call scripts precisely to optimise effective call resolution, first time, every time?
In addition, contact centres across many sectors are dealing with increased regulation, creating the need to monitor potential compliance issues, and resolve these swiftly, before they escalate into serious problems.
These challenges apply to contact centres of every size. The Aurix phonetic audio search engine provides a scalable solution, enabling the creation of applications tailored to the needs and budgets of both large and small contact centres. And, because it is based on an open architecture, it can easily be integrated with your existing contact centre infrastructure.
Unlike speech-to-text systems, which can only monitor a small sample of recorded calls, our phonetic audio search engine can handle much larger volumes of audio data, providing a birds-eye view of the entire contact centre operation. This is coupled with the ability to deep-dive into individual recordings, to gain valuable insights into handling of compliance issues and individual agent performance. Aurix phonetic search solutions also provide valuable productivity savings since users don’t need to listen to the whole call; the recording can be started at the precise point a word or phrase is used.
Our call quality monitoring solutions provide daily indication of potential compliance issues, so that pro-active action can be taken, from both an agent and a customer perspective. And, because extremely high volumes of calls are reviewed, contact centres can easily demonstrate that they have taken all necessary steps to meet regulatory compliance requirements. A complete audit trail of all calls is available in the event of a dispute with a regulatory authority or customer.
Using the Aurix phonetic audio search engine, training needs for your high and low performers can be quickly identified. Supervisors can allocate resources according to the skill-sets of individual agents, resulting in improved service where it is needed most.
Aurix customer contact software solutions allow you to react more quickly to dynamic market conditions and competitor activity, providing valuable feedback for sales and marketing teams by analysing response to campaigns and spotting which are delivering the best returns or where immediate action is needed. By call quality monitoring to listen to customers and understand what their opinions really are, organisations can examine how their brand is perceived, providing valuable and reliable business intelligence to steer corporate decision-making.
To understand how Aurix customer contact software can unlock the value of your recorded media, please feel free to contact us.
