Wednesday, November 17, 2010

Harvesting the Phonetic Value in Recorded Calls

The seeds have been planted, the ground has been watered, now is the time to harvest the phonetic value you’ve been waiting for.

What does "Harvesting Phonetic Value" mean?

It is the ability to automatically make sense of words and phrases stored in your recorded calls and using them to your advantage to help decrease cost and improve performance.

All call center managers are tasked with the same challenge: reduce costs and improve performance.
Depending on industry, improving performance could mean many different things, such as providing better customer service, selling more products and services, reducing handle time, increasing first call resolution and many others.

Basically the idea is simple. Management wants you to do what you do "better" and would also like you to do it "more affordably".

Virtual Observer Call Insight is a phonetic-based, enterprise-class Speech Analytics solution that is simple, effective and affordable enough for call centers of all sizes.

Our Phonetic Tools will harvest information in your recordings that were once otherwise not available in your normal telephony environment or enterprise data.

Extract these valuable pieces of information and put them to work for you.

How does phonetic speech indexing differ from large-vocabulary speech indexing?

CSI studied the speech analytics market for 3 years, listening to customers, partners and industry experts compare and contrast the large vocabulary indexing process and results vs. the Phonetic method.

Both approaches have their benefits, but vary in how they index your calls.

Phonetic based speech indexing occurs at a much faster speed than large-vocabulary speech indexing and is capable of making multiple searches across tens of thousands of recorded calls to identify valuable contact center insights, rapidly.

Perhaps the question then becomes "How fast will Speech Analytics harvest value from my recorded calls?"

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