Elevēo Speech Analytics generates actionable quality management insights by examining the nuances of agent/customer phone interactions, including voice characteristics, silence, keyword or phrase usage, and conversational dynamics.
Regardless of your call center's size or the number of customer interactions your agents engage in daily you need to transform those interactions into decision-making intelligence. Eleveo Speech Analytics provides visibility into 100% of calls, enabling decision-makers to interpret attitudes, gauge agent aptitudes and expose processes and trending issues.
Contact center agents are front-line brand ambassadors and frequently the inflection point in customer loyalty. Research has shown that poor customer service experiences are likely to create negative word of mouth – a 65% likelihood. In short, every interaction counts – a lot.
With the help of advanced call center speech analytics technology, Elevēo ASA provides unprecedented insights into 100% of agent/customer interactions, helping contact center management to refine processes and equip agents to handle every customer encounter with maximum efficiency and effectiveness.
Managers can automatically assign a score to agent and customer interactions based on the following attributes:
Armed with unprecedented insights into every interaction, managers can refine processes and equip agents to resolve every customer encounter with maximum efficiency and effectiveness.
These Eleveo features will maximize the contact center’s value to the customer and the business:
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