Do you know exactly:
- What percentage of your customers are satisfied or dissatisfied?
- Regarding what issues do your customers have questions or complaints about?
- In what manner do your administrators and customers talk?
- How much upset customers have been calmed down by the end of the conversation?
- Which customers cancel their contract the next day after the conversation?
- Which customers will need additional services?
CARIN’s Quality Assurance module and CARIN Speech Analytics, both supported by the CARIN Reporting Tool provide relevant insight into business operation, to answer all these questions and more.
CARIN Quality Assurance module is suitable for enterprises to gather targeted call related data due to customizable evaluation forms. The CARIN system’s user management is designed to facilitate the assessment by numerous built-in user and report types.
With the integrated CARIN Reporting Tool, not only information gained from Quality Assurance, but basically any action from audit trails to certain sets of calls can be easily evaluated. The report scheduling feature automates the process so your agents can devote their energy on enhancing and establishing a quality service, rather than dealing with the tremendous task of analyzing the dataset.
CARIN Speech Analytics is powered by the outstanding Nuance, which is an innovative solution - based on Artificial Intelligence and voice mining - capable to process 100% of voice recordings and detect the emotional tone of the parties, recognize key words (keyword spotting), and provide complex reports, query and business analysis opportunities. Nuance automatically processes all customer service conversations. The solution is an integral part of the CARIN recording suite.
Nuance’s intelligent technology is based on speech-signal processing that increases the efficiency of existing CRM systems. Having this information you will be able to:
- Learn the real emotions of customers, and this way measure their level of satisfaction
- Automatically grade and evaluate conversations and filter inappropriate ones
- Control, whether compulsory words and phrases (greeting, or product name in a campaign) have been said by the agent
- Measure performance more accurately; enable more targeted and more exact manual expert checks
- Increase efficient and quality customer service in total
Applications & Benefits
Business applications insure the companies using the following applications of the CARIN Recording suite with valuable methods that help them to be more proactive and faster on the business field.
CARIN Reporting Tool
- Built-in and customizable report types to enhance complex enterprise quality management
- Detailed visual reports
- Export options
- Report scheduling to automate valuable data extraction
Quality Assurance module
- Built-in user types designated for the quality measurement process
- Easy-to use, customizable evaluation forms
- Recordings and quality management features are accessible from the same unified administration platform
- Alert module - identify problematic conversations
- TQM module - quality customer service development
- Churn module - customer retention strategy
- Segment module - customer segmentation support
- CEM module - monitoring campaign efficiency
Nuance's solution is a unique combination of business intelligence and artificial intelligence (AI) systems. Nuance implements the latest AI-based speech-signal processing and speech-signal and emotion-detection technologies. It uses machine learning algorithms to detect emotional features and phonemes. Moreover, Nuance includes a speaker-independent speech-identification technology, separating the agent’s voice from the customer’s, using kernel methods. The business intelligence layer stores the extracted information in an appropriate form and ensures easy access and simple handling, so that the required information can easily be forwarded to the decision-makers.
More information: https://www.nuance.com