Get better insight into every
customer and employee
interaction with MaxContact’s
integrated speech analytics.
Speech analytics for your contact centre
Get real-time and post customer interaction analysis of conversations, sentiment and productivity, helping you and your teams to understand the root causes of dissatisfaction, and trends triggering changes in contact volume.
By analysing every customer interaction, you significantly improve compliance, by highlighting high-risk or low-quality calls – whilst reducing your staffing costs.
Make business decisions to improve your CX and productivity with better data and insight for actionable results.
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HOW TO USE SPEECH ANALYTICS TO CREATE HAPPY CUSTOMER AND HAPPY AGENTS
The benefits of speech analytics
Organisations that implement speech analytics solutions benefit from increasing customer and employee satisfaction with organisations typically achieving:
Improve contact centre
Continually measure agent’s productive (speech) time vs. non-productive time (silence, music) within conversations to highlight training or process issues.
Quality assurance on 100%
of your customer
Prefilter out nearly 70% of all critical and problematic conversations that require further attention and inspection for sentiment analysis, CSAT and call driver analysis. Saving you time, resource and money.
Business insight from your
contact centre analysis
With powerful search capability, keywords, tagging and call categorisation you get full quantitative data on whatever you search – whether that’s a competitor, a common issue or a product name. So you get the full picture, at the click of a button.
Award-winning speech analytics, Frost and Sullivan 2020 Best Practice Research Report.
Utilita were using an on-premises dialler solution for several years. This initially worked well for them, however over time they faced numerous challenges with their existing solution. Find out how Max Contact helped them overcome their problems.
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Find out more about our award-winning speech analytics solution. Download the brochure here.
1 Source: Avoira 2 Source: McKinsey 3 Source: Avoira