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 to contact centre supervisors and analysts by automatically monitoring in-progress calls for the presence or absence of specific language, acoustic characteristics and sentiments. Using enterprise speech recognition technology it levers advanced contextual language patterns rather than simply 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
• Upselling and Cross-selling 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 leveraging the power of real-time analytics, Cloud9 uniquely provides improved agent performance monitoring.