Promero, Inc., a reseller and hosting provider of call center software, has launched a new on-demand Speech Analytics program that helps call centers to improve efficiency and customer experience, and to reduce costs.
Speech Analytics is emerging as a critical component and one of the fastest segments of the call center sector.
Promero’s hosted speech analytics solution is affordable, scalable and easy to implement, and can maximize call center agent performance and immediately improve business. Previously, speech analytics had been too expensive and resource-intensive, as its cost typically exceeded $80,000 per year, placing the technology out of reach of many contact centers.
Promero’s Speech Analytics On Demand runs on CallMiner’s (News - Alert) Eureka platform, which ensures a low cost of entry allowing companies the ability to prove their business case without making a significant capital investment. This solution improves contact center and enterprise performance by automatically scoring 100 percent of agent interactions and uses conversational analytics (text and speech analytics) to immediately reveal insights from customer conversations.
Promero provides innovative technology, strength, stability, comprehensive consultation, implementation and support.
Organizations using speech analytics can utilize issues related to strategy, product, process, operational issues and contact center agent performance. The data gathered from speech analytics can be accessed and reviewed from millions of customer engagements, identify cost reduction and optimization opportunities, monitor compliance, and easily uncover the root cause of some troubling issues in the call center.
This service highlights pre-configured solutions for scoring customer service, sales performance and outbound collections including configurations that evaluate every call for Mini Miranda language, Right Party Contact Language, non-compliance with Consumer Financial Protection Bureau, Fair Debt Collation’s Practices Act and abusive language from either party.
With PCI (News - Alert)-compliant sensitive recordings, this service is also available for customers that are required to remove any confidential consumer information and meet compliance standards.