A rundown on how customer service industry has evolved to a point where technologies like speech analytics drive the industry.

1. HOW
SPEECH ANALYTICS
HELPS SERVE
CUSTOMERS BETTER
A rundown on how customer
service industry has evolved to a
point where technologies like
speech analytics drive the
industry.

2. susheel_ext@uniphore.com
SIGNIFICANCE OF CUSTOMER SERVICE TECHNOLOGIES
Customer-service unit is necessary to make the
customer's experience simpler.
Customer-service technologies help to hear the
"voice of the customer” (VOC).
When insights are data driven, customer-service
strategies bring the desired results.

3. susheel_ext@uniphore.com
EVOLUTION OF CUSTOMER SERVICE
Customer service over telephone was once a dominant channel.
Legacy devices and the then evolving technologies helped in the
progression of customer service.
PAST

4. susheel_ext@uniphore.com
EVOLUTION OF CUSTOMER SERVICE
Contact centers use technology based on larger amount of data as
data processing now is becoming the key to detect opportunities.
PRESENT

5. susheel_ext@uniphore.com
EVOLUTION OF CUSTOMER SERVICE
Soon we will see smart clothes and smart homes as customer-facing
technologies, which will not only increase automation of customer
interaction but will also help the agents to play a more creative role.
FUTURE

6. susheel_ext@uniphore.com
EVOLUTION OF CUSTOMER SERVICE
EVOLUTION OF THE
CONTACT CENTER
Source: Sword Ciboodle

7. susheel_ext@uniphore.com
TYPES OF CUSTOMER SERVICE
Helps to detect customer's
needs and traits and eventually
get closer to customer’s mind.
Telephony and voice automation:
0

8. susheel_ext@uniphore.com
TYPES OF CUSTOMER SERVICE
Allows people to check messages
anywhere and anytime with the
advent of mobile internet.
Email-based customer service:
0

9. susheel_ext@uniphore.com
TYPES OF CUSTOMER SERVICE
Gives a highly personalized
medium to acquire customers
based on interests of people,
groups, and organizations.
Social media:
0

10. susheel_ext@uniphore.com
TYPES OF CUSTOMER SERVICE
Allows customers to get their
unique needs served directly by the
businesses without going through
tedious calls.
Brand apps:
0

11. susheel_ext@uniphore.com
CUSTOMER SERVICE TRENDS AROUND THE WORLD
Artificial Intelligence (AI) leads the
way to intelligence assistants.
Acceptance of new customer service
technologies has gained speed, especially
with Big Data and Machine Learning.

12. susheel_ext@uniphore.com
CUSTOMER SERVICE TRENDS AROUND THE WORLD
Sensor-based automated notifications
through machine-to-machine
communication is the latest trend.
Strategies are being built based on
customer feedback, browsing and
purchase trends.

13. susheel_ext@uniphore.com
DATA ANALYTICS FOR BUSINESS INSIGHTS
Interactive data can surface from
online behavior, social interactions,
and chatbot services.
Based on the insights received
from time to time, upgrading the
plug-ins is not expensive.

14. susheel_ext@uniphore.com
WHY SPEECH ANALYTICS IS IMPORTANT TO A CUSTOMER
SERVICE ORGANIZATION
Analytics can convert audio data
into simple interpretations01
Speech-recognition systems help
to analyze phonemes03
Agents can act on micro and
macro customer insights02
A platform for decision making
through business insights04

15. susheel_ext@uniphore.com
auMina–SPEECH ANALYTICS
FROM UNIPHORE
auMina, a Speech Analytics product for enterprise with
contact centers, mines speech data and empowers
business analysts with actionable insights for measuring
and improving business outcomes.

16. susheel_ext@uniphore.com
FEATURES
A cloud-based and a highly
scalable technology
01
Minimal investment upfront and
efficient upgrades
03
Covers more than 80 languages
with multiple dialects
05
Highly secure, easy to adopt and
designed for low complexity
02
Shorter deployment cycle and
SaaS-based deployment
04
Keyword spotting engine with
high accuracy of up to 95%
06

17. susheel_ext@uniphore.com
BENEFITS
Enhances customer
Experience and
reduces churn
Lowers cost and
improves ROI
Increases revenue
through better
sales and collections
Reduces risk of
Penalties due to
non-compliance

18. susheel_ext@uniphore.com
auMina’s RESOURCES FOR THE BUSINESS ANALYST
• Perform automated call categorization
• Configure business outcomes and a business-
process model framework
• Pre-built reports and dashboards to drill down
• Customizable dashboards for exploratory
analysis and predictive modeling
• Easy integration with external applications

19. susheel_ext@uniphore.com
To know more about how your business can
benefit by deploying Speech Analytics
from Uniphore, please write to us at :
susheel_ext@uniphore.com
To download your copy of the whitepaper
on this subject, please click here

20. Uniphore Sofware Systems is a frontrunner in the Speech Recognition Technology and Virtual Assistant
domains. It partners with over 70 enterprise clients and has over 4 million end users.
Uniphore was recognized by Deloitte as a Technology Fast 500 company in Asia Pacific in 2014 and was
also ranked as the 10th fastest growing technology company in India by Deloitte Fast 50 in 2015.