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Contact Centre Speech Analytics Solutions

Support your agents and delight your customers

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Increase performance and reduce staff churn through the power of voice

Speech analytics automates the process of listening to interactions or phone calls between your customers and your agents. It can also dissect specific information from conversations to figure out the more subtle nuances of a conversation, how much silence there is during the conversation and what evokes a particular response from a customer.

Understand the mood of the agents and customers 

This powerful tool can help you understand the mood of both your customers and agents and identify issues that might need to be resolved with training for example. This will in turn help increase the performance and compliance within your contact centre. 

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Understand the mood of the agents and customers

This powerful tool can help you understand the mood of both your customers and agents and identify issues that might need to be resolved with training for example. This will in turn help increase the performance and compliance within your contact centre. 

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What is the voice of your customer or agent telling you?

Speech analytics can be used to detect if an agent is struggling or finding some of their tasks difficult, it can also be used to detect how a customer is feeling – frequent customer satisfaction or dissatisfaction due to what they are being told could for example highlight some action that needs to be taken.  Silences within a conversation are also an important signifier that things might not be well for the agent, for example, if an agent is feeling tired, lacking in motivation or is struggling with workload.

By combining words with sentiment and emotion, you’ll get a true understanding of the voice of the customer and agent.

Analyse interactions to provide insights into what your customer wants

Using speech analytics, you’ll be able to address any challenges in conversations by learning from your customer-agent interactions to greatly reduce the number of poor and possibly repetitive customer interactions.

  • Identify where repetitive customer requests can be handled on alternative channels such as webchat, email or social media, to free up agents’ time to handle more complex interactions
  • Prioritise customers who need urgent support
  • Ensure compliance and governance regulations are met
  • Meet SLA’s while ensuring your business is delivering a consistent and valuable experience
speech analytics
speech analytics

Boost agent morale and performance through actionable feedback

Provide your agents with actionable feedback, by giving them concrete examples of how they can improve.

  • Boost agent knowledge and efficiency, and reduce frustration, by giving them timely, relevant feedback
  • Foster a sense of collaboration, where agents and supervisors work together to fine-tune agents’ responses
  • Cultivate a sense of camaraderie and pride by using “best of” calls to train other agents
  • Identify where training and mentoring might be needed for your agents

Unlock the power of voice with speech analytics from Opus

With today’s technology there is every reason and every opportunity to get your customer experience right.  At Opus we make it easy to access our powerful voice and speech analytics platform to drive up your performance.

Be more efficient – Quickly identify what interactions need attention, and reduce time spent trawling through calls that need no action

Work more intuitively – Reduce training hours and the inefficiencies of having to spend hours reading training manuals

Get set up fast – our out of the box speech analytics package can be set up in no time at all allow you to get a return on investment immediately

Focus on conversation rather than process – Meaning both the agent and the customer has a better experience

Drive customer satisfaction – Respond to your customers in a timely fashion and resolve issues quickly and efficiently

How can Opus help you?

As an independent contact centre solutions provider we can advise you on a range of speech analytics solutions and help you choose the right solution for your customers and your organisation.

Call us now on 0800 316 7566

Follow the links below for more information or call us on 0800 316 7566 for help and advice.