Your call recordings are a gold mine of information on your customer experience, how happy was the customer, are there service issues, whats the agent performance in both sentiment and delivering the correct script.
The sheer volume of phone calls exceeds most businesses ability to manually review and analyze them.
Most businesses adopt a manual and unsophisticated process in an audit approach that covers only a fraction of the total calls.
We integrate CyRecord screen and voice recording to our CyReport solution for enhanced search and reporting on all your business communications. Regulation compliance is an important requirement for many businesses and adherence starts with CyRecord
For the ultimate in compliance management, Speech Analytics delivers the results where analysts can inspect calls at scale with previously unattainable granularity and visualize those results using our reporting tools. Transcript calls in their entirety on the fly, create lists of words to auto cross reference and categorise all your call recordings, measure sentiment and more.
Text to Speech provides natural voice to your services that speak to users naturally with the Text to Speech service. Real-time speech translation capabilities are available for any of the supported languages and receive either a text or speech translation back. Speech translation models are based on leading-edge speech recognition and neural machine translation (NMT) technologies. They’re optimised to understand the way people speak in real life and generate translations of exceptional quality.
This is our reporting module which includes over 130 prepared reports, as well as a powerful configurable browser based dashboard for analytics and alerts. An important part of the self service process is assessing what menu options customers are using and what are the busiest and least used paths.
Is our desktop unified communications, CRM integration tool and agent call centre cockpit. We recommend CyDesk as your users can control their voice recordings and this is where we collect information from the user such as marking calls and recordings to set business outcome categories etc.
Our staff training and evaluation application leverages your voice recording to provide a process for creating assessment and questionnaires, then reviewing, assessing and delivering feedback to key customer experience staff.