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.

ROI

Analyze the performance of the agents.

Be able to do advanced queries on the calls.

Calls as a structured data.

Tools