Calabrio (News - Alert) a provider of contact center workforce optimization and analytics software unveiled its new Calabrio speech analytics solution which will help businesses to incorporate voice analytics easily as a part of big data initiatives.
Tom Goodmanson (News - Alert), president and CEO of Calabrio, said, “Speech analysis is not new, nor is the concept of leveraging voice as a big data stream. What is unique is Calabrio’s ability to make the power of voice, arguably the richest and most complex data stream for a business, the simplest for a business to leverage.”
“By mining the true voice of the customer to reveal business issues and opportunities, our customers enrich their big data initiatives where it makes the most sense to begin - in the contact center,” Goodmanson added.
Businesses try to garner maximum customer insight from multiple interaction channels and data streams. This results in the generation of huge volumes of data which makes it difficult to glean useful information from them.
Calabrio’s solution will enable the easy processing of complex data collected from audio or voice files. The solution helps in deriving collective patterns and valuable business insights that are available in real, spoken customer conversations between the customer and contact center executives.
Officials said that Calabrio speech analytics is user-centric and features powerful tools that help manage and analyze customer conversations. It also offers greater insight into sales and marketing effectiveness, compliance, quality and accuracy.
These capabilities will enable Calabrio customers to analyze voice transactions to solve business problems that cannot be covered by traditional data analysis methods.
Some advantages include enhanced customer loyalty and revenue evaluation. Sometimes CRM records will not reveal patterns to take effective corrective action. However voice analysis applied to order-taking conversations can be analyzed to decipher possible defections like common objections, competitive mentions, cancellation threats and more.
Calabrio has released customized tools to improve agent performance, customer experience. Calabrio’s workforce optimization package is an integration of applications, including call recording, quality monitoring, workforce management, search and desktop analytics and performance management.
Edited by Ryan Sartor