Speech Analytics is a set of tools that allows you to receive complete call transcripts, find past conversations with customers using specific keywords, and massively tag any business call to be organized in your dashboard.
Speech Analytics will allow you to learn from your customer conversations and continuously improve your business processes. Significantly reduce the cost of wiretapping and processing calls manually.
How does it work?
In the Speech Analytics settings interface, you choose the types of phone calls that you want to transcribe into text.
The calls are then automatically transcribed for you to view, analyze and download. These dialogues are visualized in an “operator-client” format.
If you search for a keyword using the Speech Analytics tool, ISAP Network will highlight all conversations that contain that word, and highlight where the keywords are in your transcriptions.
You can then tag a group of highlighted calls and use this data to further analyze conversations. The entire group of selected calls can be downloaded.
Tagging Calls
Use our tag feature to evaluate the quality of your calls and conversations.
Tag a call based on conversation keywords, quality of leads, and/or urgency.
Organize tagged calls in your dashboard and see the complete picture of your business calls.
Tagging Calls
How do we use Speech Analytics ourselves?
We continuously study the conversations of our managers and clients. Instead of having to listen to every conversation until we find something useful, we transcribe the dialogues and read or search the text to find valuable learnings.
In addition, we closely note, organize, and analyze questions that our customers ask. We can then change language on our website, product pages, and put important information in the FAQ page, assisting in the sales process for our employees and answering questions customers may have before they even jump on a call.
By tagging our calls, we can organize conversations by urgency and quality of the lead, in order to reach back out in a timely and appropriate manner.
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ISAP Network Speech Analytics Enables Extraordinary Customer Experiences
A satisfied client makes your business thrive, and nothing can make customers happier than knowing that their needs, wants, and concerns are listened to and addressed promptly. If your sales managers, tech center, and customer service reps are not doing their best to create a positive experience for your clients, your business may suffer reputational damage, performance decline, customer and revenue loss. One way to prevent these is through using voice analytics software.
What do speech analytics tools do?
Speech analytics is a powerful software technology that helps ensure enhanced customer service. It transcribes all voice calls and turns them into well-structured, explorable, and easy-to-study data, which you can use to dig into the experience that your customers get when interacting with your business.
Speech analytics tools can prove to be a valuable asset for almost any department within a modern company. Here is a detailed overview of how speech analytics software can be utilized by different teams and departments:
- Customer service
Employing call center speech analytics tools to monitor and analyze interactions within your customer service department will give you a better understanding of what your clients think about your brand, products, and services.
Real-time speech analytics technology can help predict your customer’s personality type and tell your contact center workers what behaviors, needs, and reactions they can anticipate here. It will also assist in determining which scripts are going to be most effective when communicating with a particular caller.
- Sales and marketing teams
Your salespeople can also benefit greatly from utilizing modern speech analytics solutions in their day-to-day operations. By simply reviewing past interactions with customers, managers and supervisors can see which of those conversations led to conversions and sales and which resulted in the customer’s decision to leave and never come back.
Equipped with this information, team mentors can single out the most effective points made by high-performing managers during their sales pitches and convert them into scenarios to train other sales reps.
- Tech support teams
While they are not the first people the customer interacts with when they call your company, at some point, your tech support staff may have to deal with the client directly, helping them to resolve an issue. Speech analytics software can be used to analyze the effectiveness of such communication.
It will show you if your tech help center workers manage to deliver information in a manner that is well received and understood by the customer. You will also know which communication scripts need to be further elaborated, simplified, or even abandoned altogether.
Advantages of ISAP Network voice analytics software
With there being so many speech analytics companies today, choosing the one product that fits your business requirements best is not an easy thing to do. Apart from excellent functionality and reliability, the software you decide on should be flexible to be used across different departments with ease. Moreover, it needs to be scalable enough to accommodate the constantly changing needs of an expanding business.
ISAP Network Speech Analytics is one such tool. This software product allows you to quickly transcribe calls into text, analyze the quality of your conversational content by different metrics, tag and organize calls using keywords, urgency, quality of leads, and other filters.
The speech analytics tool by ISAP Network is designed for businesses that seek to provide extraordinary customer experience, streamline their business processes, reduce operational expenses, decrease customer and agent churn, and explore new cross-selling and upselling opportunities.
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Get Demo
After completing the form, a ISAP Network representative will contact you and answer any questions you may have. You can also agree on a convenient time for a web demo of our service.
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