Displays what the system has automatically surfaced for you.

Provides insights into the content and characteristics of employee-customer interactions.

Surfaces changes in categories and terms stated in interactions.

Analyzing trends help you:

• Understand emerging business phenomena

• Pinpoint significant events that require close attention

• Reveal critical information that you were not aware of

• Identify service issues before they escalate

Captures the subjects and business issues that are being raised in employee-customer interactions.

By reviewing themes Groups of expressions used in Speech and Text Analytics that help users understand what is happening in their calls, without the need to know what to look for in advance., you can quickly and easily understand the main business issues highlighted in a multitude of interactions in your organization.

Provides tools to analyze what you have discovered and what you already know. You can drill down and interact with the data in a meaningful way to find specific information.

Search for keywords or phrases used within specific groups of interactions (categories).

Helps focus your search on interactions that are most related to the business issue you are investigating by analyzing the context in which terms are used.

Analyze statistical information about interactions, and help identify trends among interactions in the call set.

Understand the potential drivers of a defined data set by analyzing possible root causes surfaced automatically by the system.

Play the conversation during an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., view its transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. and any screens that were recorded, or add annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. to the interaction. In addition, you can fill out an evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. form about the interaction.

View the data reports that you have exported. Run more reports, such as Analysis Reports and Ad-hoc Reports.

View a list of all the exports and reports in your system and gain intelligence by analyzing their details and status.

Run on-demand web-based reports, with which you can change parameters interactively to obtain accurate interaction data.

Run Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. reports based on the BusinessObjects InfoView application. With these reports, you can configure, generate, and schedule reports based on the data stored in the system. From this link, you can also go to the Ad-hoc Reporting interface, which provides you with predefined templates to create custom reports.

Create new categories based on the information that you want to focus on in your business, in preparation of the analyze stage.

Dynamically mine interaction content for the intelligence you need to create more effective customer strategies.

From here, you can also categorize interactions to help you understand why customers are calling. Use this intelligence to enhance customer loyalty, capitalize on new revenue opportunities, increase process efficiencies, enhance self-service operations, and improve first contact The entire communication experience for a customer, from beginning to end. resolution.

Use the Real-Time Speech Analytics solution to create real-time categories from specific terms and phrases detected by the system during a conversation. When these category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. terms are detected during an interaction, the system takes a user-defined action, such as alerting employees about the interaction using an email or desktop popup message.