Application and benefits of near real-time interaction analysis for contact centers

Besides showing real-time analytics while the calls are happening, VoiceAnalytics also provides near real-time analysis results once a call recording has been uploaded to the system. The time frame within which contact center analytics tools are required to make results available to the user depends on the usage model.

Imagine a contact centre quality manager who wants to keep a close eye on how a newly launched sales campaign is performing. VoiceAnalytics provides reports with relevant information, for example the percentage of calls in which certain mandatory keywords were used to get an idea of how effective agents are trying to sell, or the average length of the calls to determine the impact of this new sales campaign. In this case, refreshing a wallboard with data from VoiceAnalytics every 5 to 10 minutes or so would meet the feedback delay requirement.

The monitoring of trends during the day can be done at group and individual level. Below is an example of what a quality manager would monitor when trying to keep the percentage of calls in which the mandatory keyword are used between 90% and 100% and trying to keep the average length of calls between 3 min and 3 min 45 sec.

Monitoring dashboards for different groups and having them compete for best performance will add an element of gamification to the contact center performance. On an individual level this can be achieved by providing incentives to operators for meeting certain goals and achieving great performance.

 

Analysing a typical 3 to 4 minutes call on a standard hardware configuration for VoiceAnalytics will take roughly 3 to 4 minutes to process. Scaling up the hardware by adding more GPU power will lower the processing time. Benchmark data is available to help customers find the right balance between the cost of scaling up the hardware to get analysis results faster and the business benefits and needs of having those analysis result available faster.

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