In a contact center eco-system, speech analytics is integral to business analytics. This presentation underlines the ease with which companies can deploy speech analytics for enhancing customer experience.

1. HOW TO DEPLOY
SPEECH ANALYTICS
FOR ENHANCED
CUSTOMER
EXPERIENCE
And how Speech Recognition can be
integrated with Business Analytics
for better business strategies.

2. susheel_ext@uniphore.com
To discover what the
customer needs
To respond quickly
to their needs
To give a business the
competitive advantage
WHY THE NEED FOR BUSINESS ANALYTICS?

3. susheel_ext@uniphore.com
• Contact centres receive speech data through millions of audio bytes every second
• Mining the data helps in understanding the ‘Voice of the customer (VOC)
HOW SPEECH ANALYTICS IS INTEGRAL TO BUSINESS ANALYTICS?

4. susheel_ext@uniphore.com
Using insights derived from Speech Analytics:
• Organizations can reduce service turnaround time
• Take decisions that are better aligned with company objectives
HOW SPEECH ANALYTICS IS INTEGRAL TO BUSINESS ANALYTICS?

5. susheel_ext@uniphore.com
Interactions over call reveal rich customer information like:
• Personality traits
• Emotions
• Demographic characteristics
• Purchase likelihood
• Brand affinity
• And more
HOW SPEECH ANALYTICS IS INTEGRAL TO BUSINESS ANALYTICS?

6. susheel_ext@uniphore.com
• Speech Analytics generates critical business insights
• It helps improve agents’ performance and customer service as whole
HOW SPEECH ANALYTICS IS INTEGRAL TO BUSINESS ANALYTICS?

7. susheel_ext@uniphore.com
• Makes customer-facing processes
cost effective
• Makes agents more knowledgeable
• Reduces risk of non-collection
and compliance
• Improves customer relationships through
better-informed interactions
Speech Analytics in Banking
0
WHO NEEDS SPEECH ANALYTICS AND WHY?

8. susheel_ext@uniphore.com
• Reveals a lot about product and
brand sentiment
• Determines the reasons behind poor sales
and feedback
• Helps to implement accurate process changes
• Helps to improve relationships with partners
and customers
Speech Analytics in Retail
0
WHO NEEDS SPEECH ANALYTICS AND WHY?

9. susheel_ext@uniphore.com
• Bolsters business intelligence
• Streamlines data management
• Helps relate call parameters to
future outcomes
Speech Analytics in E-tail
0
WHO NEEDS SPEECH ANALYTICS AND WHY?

10. susheel_ext@uniphore.com
• Adds value to customer service
• Decreases distress and annoyance
during calls
• Enables smoother and quicker
service to users
• Can be complemented with
customer data
Speech Analytics in Telecom
0
WHO NEEDS SPEECH ANALYTICS AND WHY?

11. susheel_ext@uniphore.com
• Cloud deployment offers better accessibility, usability and security
• SaaS based model offers solutions in a holistic manner
• It reduces deployment complexities
• It is also cheaper to upgrade
SPEECH ANALYTICS DEPLOYMENT MODEL

12. susheel_ext@uniphore.com
Boost efficiency in sales processes by building a
sales portal that makes customer's process simpler
and organization's tasks quicker.
Efficiently deal with large customer bases where end-
customers dislike getting calls from agents.
HOW TO LEVERAGE SPEECH ANALYTICS OPERATIONS?

13. susheel_ext@uniphore.com
Sort out demographic behaviors to better handle
certain types of calls from specific parts of the world.
Use voice data to predict buying behavior and caller
actions, and also to quickly resolve any caller issues.
Train and improve contact-center agents in an informed
manner by determining the quality of service calls.
HOW TO LEVERAGE SPEECH ANALYTICS OPERATIONS?

14. susheel_ext@uniphore.com
Should be able to resolve future
operational challenges in a contact
centre
Should be associated with Research
organizations for improving the
technology
WHAT TO NOTICE IN A SPEECH ANALYTICS SOLUTIONS PROVIDER?

15. susheel_ext@uniphore.com
Should have experience in working
with modern enterprise systems
Should offer a cloud-based
SaaS model
Should set new benchmark in
customer service and analytics
WHAT TO NOTICE IN A SPEECH ANALYTICS SOLUTIONS PROVIDER?

16. susheel_ext@uniphore.com
HOW DOES auMina’s SPEECH ANALYTICS SOLUTIONS GIVE THE EDGE?
Efficiently run sales and
credit collections
Gain visibility into the
voice of the customer and
agent performance
Improve compliance
and detect root causes
of shortfalls

17. susheel_ext@uniphore.com
HOW DOES auMina’s SPEECH ANALYTICS SOLUTIONS GIVE THE EDGE?
Access critical data with
a dynamic approach
Gain business
insights and address
critical objectives
A SaaS, cloud based
deployment model
shortens deployment cycle

18. susheel_ext@uniphore.com
HOW DOES auMina’s SPEECH ANALYTICS SOLUTIONS GIVE THE EDGE?
Offered in 80+ global
languages, including 17
Indian languages and
multiple dialects
Get an accuracy of
up to 95 per cent
Integrate multiple setups
and scale affordably

19. susheel_ext@uniphore.com
01 Better sales efficiency
02 Easier credit collections
03 Transparent monitoring
04 Quicker decision making
05 More affordable processes
THE auMina ADVANTAGE

20. susheel_ext@uniphore.com
To know more about how your business can
benefit by implementing auMina(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

21. 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.