Speech Analytics
Enkata’s Speech Analytics includes a rich set of capabilities to dramatically improve the efficiency of quality assurance and operational practices. Only Enkata has the flexibility to deploy call center speech analytics as a solution for compliance and quality improvements or integrated as a component of Enkata’s Next Best Action Framework for systematic KPI improvements at the agent level. The solution also includes a rich set of search and root-cause analysis functions that provide fast, accurate customer insights. Capture information directly from the voice of the customer regarding products, service delivery, business processes, and more. Automatically and efficiently conduct searches against key words to uncover process failures, trends, competitive threats, and upsell opportunities.
Only Enkata offers the flexibility to deploy call center Speech Analytics as an application or integrated into a broader, systematic approach to improving CSR performance and the customer experience. This approach is enabled by Enkata’s Next Best Action Framework.
Speech Analytics, when combined with Enkata’s Discover contact center analysis tools, can connect the dots between “voice of the customer” issues and next best actions. Automatically identify voice of the customer issues (dissatisfaction, churn language), conduct search queries to determine cause, and quickly implement changes in process or agent behaviors.
Enkata’s Speech Analytics is capable of connecting the dots between quality and compliance issues and the specific employees most relevant to improving customer satisfaction. Automatically micro-target employees of highest priority for key behaviors (politeness, empathy), compliance (script adherence, upsell offers, closing), and outcomes (completed transactions, rejected offers). Use data to direct coaching practice, automate the Quality Monitoring process, and identify operational failure points. All data is correlated to success outcomes such as AHT, CSAT, FCR, and more. The framework is ideal for identifying employees in need of coaching and those employees who stand out as innovators of best practices.
Key features of Enkata call center speech analytics:
Metrics gathered from speech analysis:
Simple and advanced call search capabilities:
Enkata fully integrates its speech capabilities with data from other analytics applications such as desktop, cross channel, and performance analytics. Data from multiple applications is combined in Enkata’s Next Best Action Framework to provide a 360 degree view of the customer and operations.
Additional operational data correlated with speech data
Data Gathered by Enkata’s advanced, exclusive, algorithm-based system
Data Gathered from Desktop Behaviors:
Data Gathered from back end sources: