Speech Analytics, Call Recording Export Software

By: Calabrio  09-12-2011
Keywords: quality management

The first step – what am I looking for?

Calabrio offers several simple options for customers to leverage the value of speech and content analytics. By providing a phased approach for customers that are interested in easing into the very real benefits of speech analytics, Calabrio works at your pace. First time implementers can begin by targeting their analysis. Are there customer service issues? What are the competitive threats? Are agents resolving customer concerns on the first call? Are agents complying with script adherence?

What makes Calabrio Speech Analytics unique?

Save time by targeting your analysis.

Calabrio provides a powerful but easy process for finding calls of interest. Pinpoint calls you might want to analyze first, and then index calls from Calabrio Quality Management based on data associated with a recording.

Search for keywords that point to issues and trends.

Calabrio’s phonetic search is a  powerful technology that recognizes uncommon words such as names, places or acronyms.

Analyze and take action.

The analytics engine displays all the instances where there is likely to be a hit. Reports help zero in on business trends by showing the ratio of calls analyzed to those that resulted in one or more hits for key words or phrases.

Technical advantages for business ease.

Calabrio’s innovative technology saves time and money. Pre-defined templates and professional services help to ensure your business can pinpoint and analyze the most relevant calls with ease.

Keywords: quality management

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