Here are 6 Reasons Voice Analytics is Important for Your Business Call Center

Transform your call center team into a value center with MiiTel, VoIP equipped with Voice Analytics

Every day, the call center team is busy answering questions and resolving problems. Unfortunately, their role is still often seen as a cost sector or cost burden, not a source of value for the business.

Now, through technology Sound Analysiscompanies can automatically get data and outlook value of each call made, such as trends, patterns, and issues frequently asked about on calls. This helps companies to make business decisions more quickly and relevantly.

Voice Analytics: Turning Conversations Into Actionable Insights

Sound Analysis is a technology that optimizes artificial intelligence (AI) and machine learning to analyze the voice of the conversation between the customer and the company. This analysis produces outlook or valuable information to help the company improve the quality of the customer experience.

More than just transcription voice-to-text which only captures “what” is being said, Sound Analysis also recognize “how” the way staff and customers speak, such as needs, level of emotion and sentiment, to keywords spoken.

Through analysis Sound Analysis, Companies can find patterns in frequently asked questions or problems, improve service quality and customer satisfaction, and make more strategic and data-based business decisions.

Benefits of Voice Analytics for Corporate Call Centers

1. Efficiency and Cost Savings

Voice Analytics automates the process of transcription and conversation analysis, reducing manual work. Analytics dashboards help SPVs and managers focus on strategy, rather than just examining raw data. As a result, operational time and costs become more efficient.

2. Monitor Compliance with Service Standards

This technology can detect certain words or phrases in conversations to ensure agents comply with company rules and industry/government regulations. Violations can be detected more quickly and handled immediately.

3. Understand feedback quickly

By detecting customer tone and emotions, Voice Analytics helps companies understand customer reactions to services, products, or marketing campaigns that are being run. Including what complaints are often asked.

4. Product Development

From demand patterns to customer suggestions, Voice Analytics provides data-based insights for new product development or innovation according to market needs.

5. Competitor Analysis

By analyzing mentions of competitors’ products, companies can understand their competitive position, find gaps, and design superior strategies.

6. Agent Performance Assessment

Voice Analytics measures agent performance based on various metrics such as sentiment, wait time, and call completion success rate. This technology can also recognize effective conversation patterns to improve agent training.

MiiTel: AI Voice Analysis for Calls & Meetings

Increase the efficiency of your business communications with MiiTel, VoIP equipped with AI Voice Analytics for automatic analysis of telephone conversations and meetings. With MiiTel, you can get:

1. Automatic recording, transcription, summary and tagging of conversations

2. Speech and Voice Evaluation such as intonation, speaking rate, speaking to listening ratio, etc

3. Keyword appearance for automatic keyword detection

4. Emotion recognition to see the level of positive and negative emotions from users and customers

5. Integration to various CRMs and systems like Salesforce, HubSpot, WhatsApp Business API and many others!

Ready to transform your business communications? Click Here to schedule a free demo now!

About RevComm
Starting from the vision of “Reinventing communication to create a society where people think of others,” RevComm is a company that optimizes Voice and AI technology to solve communication problems in business. Through products such as “MiiTel Phone” for telephone conversation analysis and “MiiTel Meetings” for online and offline meeting analysis, we realize big data from every voice communication.

RevComm is one of Japan’s fastest growing technology companies. In five years, RevComm became a unicorn and won various awards: Forbes Japan’s Startup of the Year, Google for Startups, AWS Summit, Mizuho Innovation Award, Japan Venture Awards, and became the only Asian company on the Forbes AI 50 2023 list.