Call center speech analytics
There's so much valuable insight buried in each customer interaction, but the question is how to extract that information. That's where speech analytics comes in—and it comes built right into Dialpad's AI-powered customer engagement platform. Book a product tour to see how it works!
Spot problem areas more easily
Are certain competitors coming up in conversations more? Maybe you’re interested in reasons why customers call to ask for refunds. You can program these words and phrases into Dialpad to track how often they come up in conversations—and provide a better customer experience.
Reduce churn
Retaining customers is important for every business. What if you could anticipate issues better and solve issues before customers leave you? A speech analytics tool like Dialpad can help you pick out these issues more quickly. Create Custom Moments to track how often terms like “money back” or “cancel” or “refund” comes up on customer conversations.
Coach agents at scale
What if an agent needs assistance during a phone call? With Dialpad, call center managers and supervisors can see a live sentiment analysis for each call, read real-time transcripts of phone calls their agents are on, and message them on the side with advice.
Provide a great customer experience while reducing costs
Use customer insights from your calls to improve your quality assurance and quality monitoring efforts, reduce the number of repeat calls—and ultimately, improve customer satisfaction—at a lower cost. (In general, the cost of speech analytics tools is often paid for when compared to the positive impact they can have on the customer experience.)
Easily identify and address compliance issues
Compliance is a top priority for contact centers and call centers in quite a few industries. As well as adhering to legislation like the Payment Card Industry Data Security Standard (PCI-DSS) and Healthcare Insurance Portability and Accountability Act (HIPAA), you also need to adhere to the requirement in many states that customers must give consent for a call to be recorded. Along with Dialpad's speech analytics, you can also build custom APIs to automatically identify compliance issues in customer engagements.
Interested in speech analytics?
From helping you improve your FAQ self-service knowledge base to finding new ways to provide the best customer experience possible, the uses are endless. Get a demo of Dialpad to see how it can work for your agents, or take a self-guided interactive tour of the app!