eBOOK

Elevate your organization’scustomer experience
with real-time speechanalytics
An always-on virtual manager to assist
with every callContentIntroduction

3

Why use real-time speech analytics?

4

Agent assistance and virtual supervision

5

The ultimate customer experience6

Benefit summary

7

Qfiniti Live—a solution like no other8

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Elevate your organization’s customer experience with real-time speech analytics

Introduction
In this eBook, you will learn how to make yourcall center staff faster, more effective and moreexperienced using real-time speech analytics.
Hearing is an innate human ability to avoid problems, butlistening is a learned skill to help solve problems. The best
listeners anticipate concerns and correctly interpret the real
underlying issues of a problem. Learning such a skill takes
time and patience, and teaching it even more so. However,

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by embracing real-time speech analytics, you not only
enhance your agents’ ability to listen but their ability toadopt the skill naturally.
Real-time speech analytics is a technology thataugments your contact center workforce. It leverages
voice recording, speech to text recognition and speech
analytics to identify a negative or positive sentiment
during a live customer to agent phone call interaction.

Elevate your organization’s customer experience with real-time speech analytics

Why use real-time speech analytics?
Availability features patented, real-time, asynchronous,byte-level replication. It replicates data immediately andcontinuously to a secondary server as fast as bandwidthand processing allow. Asynchronous, real-time replication
is ideal for crossing any geographic distance because it
can flexibly queue and send replicated data as bandwidthand latency over distances fluctuate throughout the day,without holding up the production servers. Our byte-level
replication is very efficient over any distance because,
unlike some other products, it sends only changed
bytes rather than entire blocks. Additionally, Availability
reduces the amount of data on the network byproviding three levels of intelligent data compression
during replication.

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Bandwidth throttling can further optimize the use oflimited network resources at busy times of the day.
When bandwidth is limited, Availability will intelligently
queue any data that cannot be sent, but it will continue
to try to send data from the queue as quickly as
bandwidth allows, keeping data synchronized between
the source and target as fast as possible.
Sequential replication preserves write order to keep
important application and file data in a continuously
consistent state. This is especially important for
database applications, such as Microsoft SQL Server orMicrosoft Exchange, which use transactional databasetechnologies. By always maintaining data integrity,
Availability allows you to fail over to the most current
data whenever the need arises. Open-file mirroring
and replication capabilities allow you to replicate active
files without taking them offline.

Elevate your organization’s customer experience with real-time speech analytics

Agent assistance and virtual supervision
Real-time speech analytics act as an omnipresent virtual supervisor,
helping agents adhere to and optimize their performance with every call.
This encourages first-class conversations by providing practical suggestions
to agents such as a checklist of possible solutions, caution against
increased stress levels and to spot inappropriate conduct such as talking
over the customer.
Real-time speech analytics directly promotes:

Lower
average call
times

Reductionof compliancedebt

limiting the amount of time an agent spends solving
a customer’s problem, increasing the number ofcalls an agent can take on. Real-time speech analytics
helps by detecting customer questions
and automatically providing agents with the correct
answers on the fly.

by monitoring agents for inappropriate language,
failure to read disclaimers, deviation from scripts or useof misleading statements, real-time analytics can help
them self-correct before the conclusion of the call.

First callresolution

for customers to get answers quickly and accurately
on their first interaction due to automatic, up-to-datecontextual information supplied to the agent.

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Elevate your organization’s customer experience with real-time speech analytics

The ultimate customer experience
With real-time speech analytics, organizations can boost the effectivenessof their call-in support agents with real-time insights and analytics. CRMs areautomatically updated, and pop-up suggestions appear with visual cues tohelp manage the quality of the call. Alerts and triggers are initiated based onvoiced keywords or phrases to assist agents further and direct every interaction
towards a positive resolution.
All the while, your agents are being trained intrinsically throughout every
conversation as upsell opportunities are identified and highlighted based on
the customer’s immediate response. Finally, metrics like customer satisfaction
scores CSAT and Net Promoter Scores NPS will be higher as customers
feel they are being heard, understood and their problems addressed on thefirst call, with minimal effort on their part.

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Elevate your organization’s customer experience with real-time speech analytics

Benefit summary
Optimized call handling
Resolve customer issues in real-time and identify the underlying problems
with precision to drive interactions to successful resolutions. This increases
efficiency, customer satisfaction and employee morale.

Happier agents
Real-time speech analytics can improve agent performance and reduce
caller frustration. Both lead to more satisfied agents who are more likely tohave good interactions and remain with your contact center.

Improved quality monitoring
Take advantage of real-time speech analytics to identify and proactively prevent
negative interactions with customers. Supervisors can now coach agents inreal-time with real experiences in the office or virtually.

Customer retention
First-call resolutions promote customer loyalty and confidence in yourorganization. With Real-time speech analytics, your customers are more likely
to be retained, stay loyal and buy more products.

Faster time-to-training
Real-time speech analytics not only reminds agents of their training but guides
them with every interaction, offering advice and direction to help them improveand reinforce their training with every call.

Self-service improvement
Real-time speech analytics helps identify self-help callers who could not
resolve their issue using the website or Interactive Voice Response (IVR).
This provides the input needed to improve self-service content and reduce
similar calls in the future.

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Elevate your organization’s customer experience with real-time speech analytics

Qfiniti Live—a solution like no other
The OpenText™ Qfiniti Live solution brings the power ofreal-time speech analytics to any organization with acontact center. It provides live, in the moment, guidance
to contact center agents that help them drive morepositive interactions with every call. This is based on
the analysis provided in real-time to the voice to texttranscription and the captured sentiment of the customer.
All this happens live, within the call, during every
customer support call.

Qfiniti Live can automatically show knowledge basecontent, control applications, trigger escalations,compliance alerts and provide pop-up guidance to theagent. Supervisors gain automated notifications on
customer interaction levels and can proactively steer
conversations in the right direction when needed.
With Qfiniti Live, you can optimize every support
interaction with your customers and proactively guideconversations towards successful resolutions with
data-driven strategies and communication tactics.
About OpenText

Would you like to find out more on how
to transform your customer experience?
Would you like to find out more on how
to transform your customer experience?

White paper: Making
the case for how real-		time speech analytics

Contact OpenText for 		more information

OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.

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Elevate your organization’s customer experience with real-time speech analytics

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