AI-powered Speech Analytics Dashboard for Call Centers. Speech Analytics is the process of analysing any voice recording using AI-based tools. This new tool from Ozonetel, will allow call center managers to track and analyse on-going calls in real time.Typically, while all calls are recorded in any call center, only 10% of these recordings get assessed for quality and training purposes. Ozonetel’s Speech Analytics Dashboard tracks and displays a call center agent’s speech rate, speech volume, and the customer sentiment on each call. 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.
Ozonetel’s Live Dashboard will allow managers to monitor on-going conversationsin real-time. In case of an angry exchange, mangers can choose to intervene and diffuse such conversation swiftly. 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.
