Speech Analytics - BETA

Optimise Workforce Performance and Customer Experience Using Patented Speech, Voice, and Text Analytics Capabilities.

Speech Analytics

 

Traditional methods of reviewing customer interactions to drive better business outcomes are manual and labor-intensive, so organizations like yours can only afford to analyze a small sample of the interactions the company handles on a daily basis.

Such a small sample set is usually unrepresentative of the total volume of customer interactions. To get a more realistic view of agent performance, you would need more staff to manually review the full volume of interactions, which is cost-prohibitive.

OXON speech analytics lets you track any words, sentences, voice sentiments and any other information from agents’ conversations in just a single click.

“The question of whether a computer can think is no more interesting than the question of whether a submarine can swim.”

 

― Edsger W. Dijkstra

Our Future With Artificial Intelligence

Increase Efficiency and Optimize Workforce Performance and Customer Experience Using Speech, Voice, and Text Analytics Capabilities.

  • Let artificial intelligence technology to analyze all the conversations and deliver accurate analysis about your organization performance.
  • Enhance your agent productivity by understanding what they are talking about and what type of conversation is most effective to achieve your sales goals or increase customer experience.
  • Get a more realistic insights on your agent performance by understanding what they are talking about with your customers.

The Benefits of OXON Contact Centre

Agents activity time tracking

Activity time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility on the overall agents activity performance. Create your own agents’ time tracking functions like lunch break, smoke break, after call work etc…

 

A Timeline of Customer Interaction

A Timeline of Customer Interaction History on Agent UI shows the important historical data on agent interaction with a call record, emails sent and other information. Inclusive of number of call attempts and the end result of each call. See a customer’s sales history within the company or a customer’s past interaction with support. This allows your agents to know everything about the customer and enhance your customer experience.

 

Custom fields

You can add custom fields to contact details and increase communication efficiency by increasing information about the contact.

The value for your Business:

 

  • A 360-degree view of the customer
  • All employees know previous communication made with the customer
  • Omni-channel capabilities
  • Improves agent productivity and guide them through complex cases
  • Eliminates time-consuming application switching
  • Helps increase first caler resolution and improves customer satisfaction
  • Ensures quality and compliance measures are achieved
  • Reduces average handling times
  • Achieve faster response, delivery and resolution times
  • Reduces training agent times
  • Reduces costs of software investment
  • Boost employee productivity & workforce management
  • Customer satisfaction management
  • improve sales performance

Our Solutions

All in one communications system to effectively manage your existing clients and acquire new ones, together with the most efficient workforce and business management tools.

Work with us

Send us a message and we will give you a call back! Arrange a demo review, or ask any questions that come to mind!