Real Time Speech Analytics is the next big development in customer contact strategies. It allows companies to analyze customer calls in real time, providing insights, alerts, and guidance to agents. This helps improve first call resolution, compliance, cross-selling opportunities, and agent performance. Noble Systems provides speech analytics software that has been in use for over 8 years. It analyzes 100% of customer interactions by breaking calls into phonetic units. Real Time Speech Analytics helps agents navigate increasingly complex roles while ensuring compliance and maximizing each call's value for the business.

1. Real Time Speech Analytics;
The Next Big Thing in
Customer Contact Strategy
Paul Wood
Noble Systems
CCRi – 6th October 2015

2. Multichannel
Collection
Technologies

3. Multichannel
Collection
Technologies

4. A sample of our clients…

5. Speech Analytics Software Today
• How many of you have an active deployment?
• How many will in 2016?
• How many never seen a system in action?
• How many never heard of it before now?

6. Speech Analytics Basics
• Call recordings broken into Phonemes
• Phoneme : phon|eme
• “the smallest unit of speech that can be used
to make one word different from another
word”
• Noble Systems providing software over 8 years
• Provides insight and analysis on 100% of your
customer interactions

7. Speech Analytics
• Two methods of Analysis
– Historic/Post Call: Usually involves
analysing a large volume of stored
recordings
– Real Time: Involves the analysis of active
conversations with customers in real time
to advise, guide, monitor and alert

8. Drive Business Transformation
FIND AND QUANTIFY EVENTS
ACROSS EVERY INTERACTION
FIND CORRELATIONS
IN THE DATA
DRIVE BUSINESS TRANSFORMATION

9. Information to the Right People
at the Right Time
SENIOR MANAGERS ANALYSTS SUPERVISORS
• Daily, easy-to-read
dashboard, showing
the status of KPIs
• Immediate, consistent
visibility into overall
corporate objectives
WHAT SENIOR
MANAGERS NEED
WHAT WE DELIVER

10. Information to the Right People
at the Right Time
• Capture interactions
• Determine root cause
• Access actual customer
interactions
WHAT ANALYSTS NEED
WHAT WE DELIVER
• Discover root cause of issues
• Develop recommendations
• Create coaching initiatives
to address problems
SENIOR MANAGERS ANALYSTS SUPERVISORS

11. Information to the Right People
at the Right Time
SENIOR MANAGERS ANALYSTS SUPERVISORS
• Access to specific calls,
by agent, aligned with
specific initiatives
• Better tools for coaching
WHAT SUPERVISORS NEED
WHAT WE DELIVER
• Tie agent performance
to corporate goals
and objectives
• Surfaces calls with issues
that require coaching

12. Real Time Speech Analytics:
Why This is the Future

13. RTSA: Why do you need it?
• First call resolution
• Agents have so much to remember
• Cost of compliance breaches are costly
• Stop missing cross selling opportunities
• Do more with less
• Gives the agent continues assessment
allowing improved performance for them and
the business

14. Noble Composer RTSA

15. Noble Composer RTSA

16. Example – Real Time Assistance
Example Collections Call Flow
Identification/
Verification
Assess
Affordability
Review
Payment Plan
Review and
recap
Compliance
Customer
Satisfaction Payment Update Account

17. RTSA Summary
• Helps agents in an increasingly complex role
• Ensures compliance isn’t missed or part
completed
• Rewards the good, catches the bad, in real
time
• Maximises each and every call
• Adds value to the business with each call
• Proven technology in a new application

18. Q&A
Paul Wood
Noble Systems
0161 772 7100 or 07855 262 390
www.noblesystems.com
#NobleSystemsUK