Ozonetel launches AI-powered Speech Analytics Dashboard for Call Centers
Ozonetel has launched an AI-powered Speech Analytics Dashboard for Call Centers. This will allow call center managers to track and analyse on-going calls in real time at the same time will also track and display a call center agent’s speech rate, speech volume, range and the customer sentiment on each call. And the data can be used to improve the performances.
With this tool, businesses can now effectively analyse recordings and marketing departments can access live feeds from their call centers on customer sentiment, customer complaints.
Speech Rate analysis can be used to live monitor agents’ speech rate or tone and this data can be used to improve performance. This allows managers to see if agents are keeping their speech rate within range. Soon agents too may be able to see this data live on their dashboard leading to better training and quality instantly.
Speech Volume plays an important role in call centers. To best address a customer's query, an agent must be audible. More importantly, the volume at which an agent or customer is speaking can indicate the quality of the call. A raised voice may indicate conflict. Businesses can set up alerts for supervisors to barge in and take over calls whenever either an agent or a customer raises their voice.
“This is an invaluable new tool to improve the quality of customer service. This dashboard can provide businesses with better feedback, and customers with improved service quality and faster redressal. In the future, businesses may use speech analytics to gamify call center representatives’ dashboards. The marketing department may use this data to keep a pulse on customer sentiment or to assess feedback on certain products or campaigns. Overall, with AI-powered Speech Analytics businesses can now tap into the vast data that call centers gather, leading to better services, and much happier customers,” said Chaitanya Chokkareddy, CIO, Ozonetel while commenting on this new launch.