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.