- Eyretel's advanced speech recognition-based software enables businesses to instantly analyse the content of customer conversations -
Eyretel, the customer experience management specialist, today announces a breakthrough new capability for call centres that enables management to analyse recordings of customer calls using cutting-edge natural language speech recognition technology. This analysis can be used to ensure that appropriate customer service is being delivered - as well as to identify issues and incidences of good and bad practice during customer calls.
The new speech recognition capability is to be offered together with Replay Studio, the company's customer contact analysis product. It combines content mining of customer contact warehouses with data visualisation techniques, enabling businesses to swiftly identify and replay 'significant' points within customer contacts and may be used, for example, to detect all service calls where a customer is talking over the agent, indicating an angry caller and a heated conversation. Replaying these calls allows a management user to gain rapid feedback about where and why their organisation is failing to satisfy its customers.
Using this enhanced speech recognition, companies will now be able to quickly and efficiently identify conversations containing key words uttered during a dialogue, such as competitor product names, as well as those interactions with frequent interruptions, uncomfortably long pauses in conversations and other characteristics associated with either positive or negative dialogues between call centre agent and customer.
Nathan George, VP Marketing at Eyretel comments, "Identifying which calls and at what point in the conversation people mention specific groups of words or phrases, say product names or words like "price" and "service", enables contact centre management to establish the nature of the call and more importantly, those calls which contain business insight. Graphical displays of key names or phrases, represented by easy to identify symbols, enhances the identification and response process all the more. Analysing calls in this way also helps spot trends and patterns of activity that can provide valuable management information. This will greatly enhance the way that contact centres respond to their customers and improve retention and resolution rates dramatically."
Since the launch of Replay Studio, contact centre management have been able to monitor and analyse contacts that conform to pre-defined business parameters to train agents and refine business processes. This has provided many valuable insights for businesses battling to win and retain customers, especially in markets with diminishing product and service differentials.
Replay Studio is available today. Enhanced speech recognition capabilities for Replay Studio are expected to be available early next year.
Eyretel (EYR.L) is a global provider of voice and data recording and analysis solutions for contact centres. Its comprehensive suite of recording, quality monitoring, analysis products and services both support and enhance the customer experience management (CEM) activities in contact centres. Eyretel develops, supplies, and integrates software and hardware systems that allow the complete recording and analysis of all electronic customer communication and interaction, including telephone calls, e-mail, web chat, agent assisted web browsing and desktop computer activity in both traditional and IP environments. Headquartered in Leatherhead in the UK, Eyretel also has offices in the United States, mainland Europe, Hong Kong, Japan, Malaysia, Singapore, Shanghai, Australia and Brazil. Eyretel's worldwide clients include The Regence Group, Canon ITS, Natsource, Global Crossing, The Guardian Life Insurance Company of America, ANZ Investment Bank, CGU, and Flightbookers.
For more information, please visit http://www.eyretel.com
For further media information please contact:
Caroline Harrison / Michael Gray
Tel: 020 8744 9168
Fax: 020 8744 9169
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