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Call center speech analytics

The need:

Strengthen customer experience by identifying areas for improvement (product, services or processes).

Evaluate how calls convert into sales and opportunities.

Identify trends and patterns in customer feedback.

Identify opportunities for upselling or cross-selling.

The solution:

Cognitive Services to transcript and analyze the calls as part of a speech analytics solution.

Cognitive Search to add search capabilities to organize large volumes of transcribed call data.

Cognitive Search pipeline to extract, transform, and enrich data as it is ingested into the search index.

The ROI:

Analyze the performance of the agents

Be able to do advanced queries on the calls

Calls as a structured data

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