Conversation Analysis Services
Conversation Analysis Services enables customer relationship centre managers to quickly know the level of customer satisfaction for each call centre, from anywhere in the world. It also identifies which products or services customers are feeling positive or negative about, to help them act proactively, keep customers, and increase sales.
The solution offers an API service or a dedicated Unsaid interface with customer satisfaction conversation indicators. The solution provides a web dashboard and/or API, allowing integration with audio recording or CRM applications. The technology extracts audio data from customers to build personalised indicators for your business, providing the data required to proactively take the correct operational actions for your customer service, marketing and sales.
The Speech-to-Text service provides detailed content of a telephone conversation. A speaker diary process makes it possible to differentiate between two speakers in order to separate the dialogue in the text transcript.
Difficult call tags allow you to react quickly to a dissatisfied customer and take preventative measures. It drastically reduces churn and helps build customer loyalty in the long term.
The solution can be integrated with your Alcatel-Lucent Enterprise phone system and/or CRM.