Promero, a specialist hosting provider of call center software, has unveiled a new PCI (News - Alert) Compliant speech analytics OnDemand program which will enable contact centers to maximize call center agent performance.
This ability will help contact centers to enhance their business outcome as Promero’s hosted speech analytics solution is scalable, affordable and easy to implement. Previously, speech analytics was resource-intensive and was cost prohibitive for most contact centers. As the new solution leverages the CallMiner (News - Alert) Eureka platform, initial investments are low. Businesses can start making profits without making huge capital investments, said officials.
CallMiner is a cloud-based solution that can help agents to improve performance using voice of the customer analytics on different channels. Eureka automates the process of monitoring information from all types of interactions including calls/audio, chat, email, surveys and social media to get reliable information about agent performance.
The new OnDemand solution enhances agent interactions by using conversational analytics or text and speech analytics to provide insights from customer conversations thereby improving enterprise performance. Speech analytics will help organizations to gain access to data from numerous customer engagements.
Review of this data helps identify cost reduction and optimization opportunities in addition to staying compliant to specifications and deciphering areas of concern to take proactive action. Real time business intelligence helps improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements.
Officials explained that the OnDemand solution provides pre-configured solutions that enable perfect scoring of customer service, sales performance and outbound collections. It offers configurations where every call can be evaluated for Mini Miranda language, right party contact language, and use of abusive language from either party.
Noncompliance with the consumer financial protection bureau and Fair Debt Collation’s Practices Act can also be ascertained. A redacting service which involves the removal of confidential information is offered to customers with PCI-compliant sensitive recordings. This allows the removal of confidential consumer information to meet compliance standards.
Edited by Rory J. Thompson