Cloud9 Speech Analytics for Contact Centres
Cloud9 Speech Analytics provides all companies with a cost-effective way to gain immediate insights into 100% of your customer interactions. By using our advanced technologies such as AI and Machine Learning, and predictive analytics, we have both simplified and dramatically reduced the cost of speech analytics. Even the smallest contact centres can now enjoy all of the benefits that our advanced analytics solution offers.
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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
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