Managing the Customer Experience

Speech Analytics is at the forefront of the push to make intelligence gained from Big Data not only valuable, but actionable. The brass tacks magic in all of this is effortlessly accessing the data you need so you can take immediate action as issues arise. At DVS, we’ve developed software to take the guess work out of the vast amounts of your available data, allowing you to better manage the customer experience. 

Speech Analytics & CX

It’s no surprise that businesses are adopting Speech Analytics technology at a healthy rate. The payback can return a quick investment (ROI) from a variety of business enhancements that reduce costs and increase revenue. We all know a better customer experience results in increased business. 

With Encore? Speech Analytics we can now identify if a customer is getting upset or frustrated. You can quickly discover a customer’s needs, wants and expectations, allowing you to gauge how to best address customer issues. The business outcomes from this knowledge is absolutely needed for today’s enlightened business. Operating without these insights can result in a strategy of best guess, which becomes an anchor, leaving you far behind market leaders in customer experience.

Integrating Speech Analytics into Quality Management

A keen understanding of speech analytics – how it operates, what are its strengths and weaknesses – is essential to a successful deployment and ROI. Traditional quality management simply cannot answer some questions in a timely, actionable manner, such as:

• How often do customers express satisfaction on calls?
• How are agent interactions split across call types?
• What percent of the time do agents follow our script?
• How often do agents mention our brand?

Integrating Speech Analytics into your existing quality management gives you the ability to measure and manage what matters most – boosting contact center performance and improving the customer experience.

Speech Analytics White Paper

Download our white paper, Blending Speech Analytics with Traditional Quality Management, to learn more about boosting your QA with Speech Analytics.

5 Key Benefits of Speech Analytics

Analyze the voice data of all your customer interactions to boost quality assurance, the customer experience, business intelligence, and more.

Automated Speech-to-Text Transcription

Convert 100% of your voice data, including customer service interactions, after-call surveys, and outbound sales calls, into valuable insights.

Enterprise Search Capabilities

Pinpoint your most important calls by layering text-based keyword search with advanced metadata filters like gender, emotion, silence time, and more.

Voice Technology at its Finest

Enhance your analysis with automatic speaker separation, emotional intelligence, and gender identification to better understand the voice of your customer.

Automated Redaction

Find and remove sensitive numerical data from audio, text, or both with Encore Speech Analytics Purify.

Efficient Web-Based Interface

Discover insights with real-time updates of search results and intuitive graphs.