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Speech analytics software can provide companies with an unprecedented look into why customers are calling their support centers, and how agents are responding. But to fully analyze this wealth of information, you need a full set of tools like CallMiner provides. These tools make the recorded data usable, and practical allowing it to greatly improve your ROI.

The Discover tool is used to monitor call audio to discover potential problems. It provides a composite view of key business indexes - Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness - based on relevant call indicators. Analyze allows users to identify key variables to target for corrective action. Using drag-and-drop functionality, and easy to read graphical displays, it is the fastest way to find your problem areas. Speech analytics is part of speech intelligence . A search ability enables searches to validate and fine-tune findings from initial analysis of call data by drilling down to specific, relevant sections of actual calls. The Reporting tool can be used to measure the success of your corrective actions. It provides a mechanism for generating, scheduling, and delivering custom reports that are specifically relevant to the user. With a better understanding of customer calls it is easier to keep your clients happy. To identify and correct problem areas, invest in a quality call center analytics program today.