A leading company in the delivery of voice-based predictive analytics, Voicesense, recently revealed their newly enhanced call centre offering. The updated call centre solution will combine predictive analytics, with AI-driven customer and agent profiling. According to Voicesense, all agents will have access to an automated framework for predicting agent and customer agents during live conversations. Voicesense aims to help its clients improve both customer and agent experience with this new service.
For each interaction in the call centre, Voicesense technology will develop an AI-enhanced profile for the customer. The pattern comes attached to a predictive score determining possible customer behaviours. Voicesense artificial intelligence creates these unique profiles through the analysis of over 200 parameters in a person’s speech, including intonation, emphasis, and pace.
A Smarter Way to Run the Call Centre
In outbound call centres, the Voicesense call centre solution gives sales and marketing agents immediate indications regarding the purchasing possibilities of a customer. This means that agents can focus more on customer interactions with the highest revenue potential. The system also offers sales guidance for the agent based on individual customer buying preferences and habits.
For inbound call centres, the Voicesense application can also offer exceptional value, through real-time indications of customer satisfaction. Voicesense points out the customers that are at risk of churning so that management can put retention activities in place. The platform also provides predictions for a customer’s loyalty, and their tendencies to search for short-term promotions or long-term value.
According to the CEO of Voicesense, Yoav Degani, the speech analytics used in most call centres until now have had limited potential when it comes to supporting sales activities. Predictive analytics was reliant on historical data and had no place in a fast-paced contact centre. The Voicesense team believes that its new application will transform the marketplace. Already, Proof of Concept (PoC) trials are underway at various call centres in the financial services and telco sectors.
Interested in Voicesense?
The new Voicesense contact centre application can either be integrated fully on-premise or delivered through an API to the cloud. Through API access, companies can use the call centre tech from Voicesense with their existing applications, including their CRM, and business intelligence tools.
The latest Voicesense contact centre solution also offers a framework for monitoring agent interactions with customers and evaluate the overall performance of the contact centre. It also tracks signs of agent burnout and identifies agents that may be at risk of attrition. This will help managers to make decisions that could aid in reducing employee turnover.
Voicesense are exhibiting this week at Enterprise Connect, Florida.
