International financial management pg aptek. Customers today are more demanding and knowledgeable about the companies with which they do business. With a few taps on their smartphones, they can search companies’ Web sites for product and pricing information, patrol product review sites, and read opinions from peers on social media. All that information is available in an instant and without much effort.
So when customers contact a company for any kind of support issue, they expect that same kind of instant gratification. Customer service reps should be able to provide accurate, detailed answers quickly to questions ranging from a simple billing discrepancy to a complicated technical support issue. These customer dynamics are putting extra pressure on customer service reps to be as up-to-date as possible on every aspect of their companies: products, promotions, technical support issues, and more. Yet, contact center managers cannot draw a complete picture of all that goes on during a typical customer interaction because they lack the resources to know which agents are meeting or exceeding customer and company expectations and which ones might need extra help to fall in line. As the contact center industry advances in this always-connected, I-want-it-now environment, a blending of workforce optimization (WFO) tools—which are largely focused on the agents, with voice-of-the-customer applications that are, by their nature, more customer-centric—is already starting to happen. Speech Analytics Driving this effort further is the inclusion of speech applications, which can monitor agent performance and customer satisfaction levels, in WFO suites.
Style keyboard yamaha terbaru 2013 dodge. Secure and reliable, NICE Trading Recording analyses trading activity and records phone calls, emails and instant messages to help meet compliance needs. Skip to main content. Verint Impact 360 Call Recording Vocal Insight for Compliance. Verint Impact 360 Call Recording is an enterprise call recording solution designed to help contact centers increase operational effectiveness, reduce liability.
Currently, only a handful of vendors—notably Verint Systems, Nexidia, and NICE Systems—can provide these speech analytics and WFO solutions entirely on their own. Many other contact center solutions providers, including Calabrio, TelStrat, CallCopy, KnoahSoft, OnviSource, and CSI, have introduced product suites that incorporate phonetics-based speech analytics technologies from Aurix (see table). “By bringing in speech analytics as an integral component of a much larger solution, you’re creating a single point of entry for users and a single interface,” says Paul Stockford, chief analyst at Saddletree Research. Rose kemp unholy majesty rar download. “You do not have to toggle between applications.” Bundling applications also means that data from the applications flows into a single data warehouse, which users can customize for their own reports, spreadsheets, and scorecards. “You can build your own custom reports, and any reports can be brought into a common dashboard,” explains Diego Lomanto, principal marketing manager at Verint. That’s probably where the most innovation in both speech analytics and WFO has already occurred and will likely remain.