Speech Technology Magazine

 

Noble Systems Adds Real-Time Screening to Speech Analytics

Real-Time Speech Analytics can provide agents and supervisors immediate feedback during the call.
Posted Oct 17, 2014
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Noble Systems has added real-time screening to its speech analytics offering, allowing companies to identify phrases and sentiment during a phone call to make immediate decisions on next steps.

Noble RTSA works as interactions are taking place to identify situations or opportunities and can automatically send agents the right information for the next step so that they can respond quickly. The system can help agents answer questions or resolve issues more efficiently, or signal them to act on new sales opportunities. It can also notify a manager that assistance is needed with a difficult caller or that a required call element is missing.

Noble RTSA works with Noble's Composer agent desktop and Harmony mobile manager portal to send agent and manager notifications.

Noble RTSA also provides immediate feedback to managers by producing two scoring factors for each call. The first factor is a compliance score, which measures agents' conformance with rules, regulations, or best practices that are critical to the agent achieving the objectives of the call, as well as to the organization's overall regulatory compliance programs. The second scoring factor is a positivity score, which can influence the probability of getting the desired result for the call and can indicate whether calls are following the pattern or standards set forth.

"As a supplement to traditional interaction analytics, Real-time Speech Analytics plays an important role in quality management programs. While post-call analytics offer value by diving deeper into customer interactions to identify trends and areas for operational improvements, RTSA allows you to apply those findings to live calls," said Chris Hodges, Noble Systems' senior vice president of sales and marketing, in a statement. "The ability to take action quickly while conforming to best practices and compliance regulations results in a better customer experience, improved customer satisfaction, reduced costs, decreased customer and agent churn, and increased revenues."


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