CallFinder Enhances Flagship Speech Analytics Solution with Speech-to-Text Transcription and Emotion and Sentiment Analysis
Vermont-based CallFinder uses a simple slogan to extol the
benefits of their cloud-based speech analytics solution: Powerful. Affordable.
Easy. The company takes these characteristics seriously when developing new products
and capabilities to enhance their highly scalable Software as a Service (SaaS)
solution used by businesses across a wide range of industries including BPOs,
collections, retail and wholesale, finance and banking, insurance,
manufacturing, utilities, and more.
Based on years of experience and client feedback, CallFinder
has uniquely taken advantage of powerful leading speech analytics technologies
to deliver the only available solution that optimizes performance,
functionality, and user experience without compromise. The CallFinder solution processes
calls in near real-time to systematically uncover emerging trends and transform
unstructured, unleveraged data from agent-customer interactions and delivers actionable
business insights that improve agent performance and shape a consistently
superior customer experience.
The company’s automated speech analytics solution, recently
enhanced with speech-to-text transcription, enables its clients to quickly read
and search transcripts of every agent-customer interaction for specific
keywords and phrases, pinpointing the individual calls where they are found.
Using CallFinder’s speech-to-text transcription engine gives businesses the ability
to perform in-depth analysis of all interactions taking place in their contact
centers. When coupled with CallFinder’s automated call, agent, and team scorecards,
full transcripts of every interaction provide businesses with complete
information and unbiased scoring methodology for 100% of contact center
In addition, CallFinder users will gain a deeper
understanding of call outcomes with Emotion Detection and Sentiment Analysis for
every call summarized graphically. In its simplest form, sentiment detection
uses specific words and phrases to quantify the mood of a conversation. For
example, if during a customer conversation the words “I’m so happy with my
new…” are spoken, this indicates a positive sentiment, whereas the words
“You’re not understanding my needs…” would be scored as a negative sentiment.
When sentiment analysis scores are compared across data sets
including date ranges, varying agent groups, and other criteria, the data
gathered can be used for a variety of benefits such as determining the
necessary steps to improve agent training and coaching, enhance contact center performance,
and elevate the customer experience.
With CallFinder’s new sentiment analysis and emotion detection
features, organizations will quickly identify significant trends in customer
and employee pain points, target areas for improvement in the contact center, and
enable businesses to get a better handle on overall customer satisfaction.
Why is it becoming increasingly critical for businesses to
access and analyze customer emotions? It’s a tool that provides Quality Assurance
Managers with a competitive advantage to more closely monitor contact center
performance, focus in on specific agent performance, and determine the most
relevant customer experience metrics. CallFinder’s Emotion Analysis uses
acoustic features to determine if a series of utterances detect emotions. Any
subtle change in intonation, volume, or tone of speech can trigger an emotion
Combined with CallFinder reports, these added features give
businesses a crystal clear picture of why a specific customer-facing employee may
have been successful at saving a customer who called to cancel, and better evaluate
the impact of a call where an employee has gone off-script. Such insights are
valuable in helping companies develop and adjust internal training programs to
address a wide variety of agent-customer scenarios.
CallFinder designs its flexible solutions for
ease of use and affordability, offering usage-based pricing to fit the budgetary
needs, and also offers a managed solution through its MyAnalyst Client Support
service. A CallFinder QM and speech analytics specialist is presenting a
case-study webcast on CRMXchange Wednesday, July 31, focusing on how a major
auto aftermarket finance and insurance specialist was able to achieve tangible
improvements including double digit reductions in handle time and increased
efficiency throughout the organization.