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Real-time speech analytics for performance monitoring

Real-time speech analytics to provide actionable information for supervisors, quality analysts, and agents.

Cloud9 brings real-time speech analytics for performance monitoring to contact centre supervisors and analysts by automatically monitoring in-progress calls for the presence or absence of specific language or acoustic characteristics. Using enterprise speech recognition technology it levers contextual language patterns – not word spots. High-fidelity audio capture provides excellent accuracy and the system is both cost-effective and scalable.

Real-time Speech Analytics for Agent Performance Monitoring

Live agent performance monitoring provides supervisors with real-time progress within each call. Next best action guidance is automatically sent to agents during a call and alerts are sent to supervisors to let them know of:

  • Customer sentiments
  • Compliance violations
  • Escalation attempts
  • Failure to adhere to the script
  • Sales Opportunities

The Live Analytics Agent Assistant allows context-relevant information to be automatically sent to the agent in real-time to ensure that:

  • Talk-down opportunities are taken
  • The agent follows the script
  • Agents provide compliant information
  • Sales opportunities are maximised

Maximising agent performance is the #1 priority of today’s industry-leading contact centres. By leaveraging the power of real-time analytics, Cloud9 uniquely provides improved agent performance monitoring.

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