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Cloud9’s speech analytics enables 100% of customer communications to be monitored, and all agent interactions may be scored automatically, objectively and quickly.  The solution costs far less than traditional Quality Assurance measures and, in any case, pays for itself many times over and very quickly. More

Download the document How can Cloud 9 Speech Analytics save you money?

FCA-logo-oblong-300x400Avoid the wrath of the FCA by monitoring 100% of calls for compliance purposes.

In the contact centre environment, in order to mitigate the huge risk of non-compliance, FCA-regulated organisations have tried to reduce their potential exposure through implementing scripting, call recording and call monitoring solutions, however these only prove business process and not compliance. So what’s the answer? More

Download the document Conduct Risk and Evidencing TCF

How one canny client ramped-up to 100% call evaluation in their contact centre, and managed to slash costs by 33%, using Speech Analytics from Cloud9

Our client knew they had a problem.  They were spending a small fortune on evaluating just 2% of their agents’ calls each month.  They were concerned about the 98% of calls that were not being monitored.  Furthermore, it was taking weeks for reports to be generated, by which time it was too late to address urgent issues. How could they reconcile their wish for greater insight into both agent performance and the content of all calls with the huge jump in costs it would necessitate to realise this? More

Download the  Speech Analytics Case Study (requires registration)

Cloud9 Ember Action Analytics infosheetAction Analytics: Driving business improvement

Action Analytics is an Ember Managed Analytics service. It applies focused attention to the customer management challenges that matter most. And, by analysing interactions across voice, digital and social channels, identifies the actions you can take to overcome them. More >

Download the Cloud9 Ember Action Analytics Infosheet

Cloud9 Ember Agent analytics information sheetAgent Analytics: Protecting quality, compliance and sales

Agent Analytics is an Ember Managed Analytics service. It allows you to monitor every contact centre interaction via voice, digital and social channels – and take action to improve performance. More >

Download the Cloud9 Ember Agent Analytics Infosheet

Cloud9 Ember Analytics Driven Business Improvement 6-step Guide infosheetAnalytics driven business improvement – 6-step guide

If investments in customer interaction analytics technologies are to bear fruit, they need to drive business improvement programmes that use the insights gathered to drive profitable change across the whole enterprise. More >

Download the Cloud9 Ember Analytics Driven Business Improvement 6-step Guide infosheet

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