Live Speech Analytics a Big Hit at Call Centre Summit

New live speech analytics was a big hit at last week’s Call Centre and Customer Services Summit at Whittlebury Hall in Northamptonshire. We met Call Centre Managers from all sectors of industry including travel, retail, IT and finance and the overriding themes of quality management, efficiency and compliance were shared by all. When introducing GemaTech’s new Call Analyzer to people, the response was a big hit.

From the start of the summit where delegates were introduced to the latest research by the Customer Services Institute, throughout the event it was clear that everyone is still aiming for first call resolution rates to improve, customer service to improve whilst at the same time creating efficiencies and achieving compliance wherever possible.

Speech analytics technology has entered a new generation. Where first generation solutions made many promises, customers were left feeling disappointed with the cost and lengthy set up times which did not deliver the ROI expected. Next generation solutions are catching up with the unfulfilled promises of yesteryear and Call Analyzer is the first to deliver the results.

Delivering real-time that actually means real-time: ie. spoken word is analysed as it is spoken, Call Analyzer is the first solution in the UK that delivers truly live analysis, live on the call agent prompting and can be set up within a matter of hours or days.

We are looking forward to September’s customer services and call centre summit where it is likely that a new demo area will be set up and people will be able to see live speech analytics in action.


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