I’m excited to announce a new service from the Voxbone Workshop: Speech Analytics. In this post I’ll briefly explain:

  • Why speech analytics is the must-have technology for any contact center
  • Considerations and pitfalls when considering speech analytics
  • How to get started

If you’d like to start testing this technology, want to get more information, simply click here to confirm your interest and we will get in touch shortly.

What’s speech analytics?

You probably already know Siri, the virtual helper in your iPhone. Also, by saying, “Ok Google,” your Android device will start listening and can recognize spoken commands. Microsoft introduced Cortana. Amazon uses Alexa. Modern technology allows computers to recognize human speech with a high level of accuracy and it is getting better every day.

Speech analytics services go even further. They can analyze call conversations and provide detailed reports that help business evaluate and improve EVERY interaction with a customer.

Your supervisor doesn’t have the time or resources to listen and evaluate each call, yet speech analytics applications can. Technology will analyze each and every word of the call, providing accurate reports that help companies identify things like the most frequently made claims, destructive or successful phrases used by agents, and even tone of the conversation. The results include improved agent performance, more effective sales, improved operational efficiency, optimized customer experience, and regulatory compliance.

How does it work?

On a basic level, the technology consists of few steps:
First, you need to capture conversations from the source system, call recorder or VoIP stream.

  • Second, the audio is processed by speech recognition system where the spoken voice is turned into accurate text. The higher the quality of the source and recording, the better the transcription is.
  • Finally, the system analyzes the interactions for certain language patterns to categorize or tag contacts as containing certain language or characteristics. These systems often summarize key metrics into an index that measures various performance indicators such as agent quality, customer satisfaction, emotion, and first contact resolution.
  • Finally all of this data can be put into action by providing direct feedback to analysts, supervisors, and agents through visual cues, notifications, and/or reports.

How do you select a speech analytics provider?

  1.  Language: Make sure that the speech analytics service has a vocabulary for the language you operate in. You may also want to ensure that the speech analytics provider mines deep enough to understand not only language but also dialects. Besides the ability to analyze different languages, it’s also important to note a custom vocabulary. Every industry and business has their own terms, brand names and phrases that should be included in a speech recognition glossary. Test the service before starting it to measure its capabilities.
  2. High quality telephony source data: Speech analytics for recordings require high-quality (HQ) audio, which typically isn’t part of the package that analytics providers offer. The accuracy of your analytics reports depends on the quality of the audio, so make sure your speech analytics provider offers a partnering solution that can ensure HQ recordings and/or streams.
  3. Some other questions to consider:
    – What are your speech analytics needs and expectations?
    – Do you have internal resources to properly manage analyzed data?
    – Do you have a vision of how to transform received data into an action plan, e.g., staff training, change of sales offerings, etc.?

What are the pitfalls?

As I mentioned above, speech analytics can process both real-time and recorded calls. For recorded calls, this often means implementing a new (and likely expensive) recording service or solution compatible with your speech analytics provider. High-quality recording significantly increases the accuracy of analytics reports. To avoid costly installations,  you should use a cloud recording service, such as the one provided by Voxbone. High-quality cloud recording allows you to save money on unnecessary installations, maintenance, and troubleshooting and get right to the data.

How easily does the analytics service integrate with your communications system? Reconfiguring SBCs and premises-based recordings for speech analytics applications can be complex and require higher expenses. Cloud-based recording, as part of SIP trunking service, can resolve this challenge. Having a reliable connection with the guarantee of high-quality recordings doesn’t require any complex setup and can be the easiest way to start using speech analytics.

What will you need to start?

  • Define what areas you want to improve first. Based on those goals, prioritize whether your call center should be more focused on customer support, sales or marketing.
  • These goals will also help you to properly organize your budget and define ROI metrics inside your business.
  • Select a speech analytics solution. Most of them offer standard, contact-center configurations that will help you to define metrics, vocabulary, and goals. Of course each often has its specialty for a specific environments and use cases.
  • Make sure to select a provider that offers high-quality recordings or  a quality telephony source for real-time analytics–ones that will not require massive investments from you. You can test Voxbone’s unique solution that allows you to start using speech analytics in a simple and easy way with Voxbone’s virtual phone numbers.
  • Once you have the metrics, a business analyst can help your business manage results and turn them into improvement actions.

Keep in mind that the folks at Voxbone can always answer your questions or guide you through the process of speech analytics implementation. Want to chat about speech analytics? Click here to submit your interest and we’ll get in touch.

We’ve got more things to come–stay tuned!