The multi-engine Voice
platform is a part of Skylex suit, and it is composed of the succeeding engines
working in coordination with the directorial call center system. The initial
engine is the voice analysis engine, which performs Emotion detection for both
the customer and the agent. The Keyword locating speech engine is paired with
the speaker verification and the speech recognition engine. The quality
management engine analyzes the dialogue composition, the number of transfers
and the number of holds. The KPI Scorecard selects the patterns for e-learning
and self-training guidance. The reporting engine includes per detailed and
integrated parameters, per agent group, per agent, time-period and per client
segment.
The Skylex Interaction Suite
is a complete suite of administration tools for the contact-center operation
optimization, which makes use of both the voice analysis results and the
information obtaining from the different call centers to make out new trends
patterns and problems along with any valuable information required to enhance
the customer services. The online emotional analysis, robust keyword spotting,
online Call flow analysis and the text message analysis works on the Interaction Analytics system that
provides stuff mentoring and administration analytics reporting.
The basics of Business
values and serviceability:
The technological suite of
this leading contributor enables
company and integrators to mechanize their procedure for efficiency and quality
management of their call centers. This is based on the market leader’s voice
technology solution that gives the customers opportunities to advance business
techniques and consequently amplify the efficiency of the call center
considerably. This comprises of reducing
the expenses on the customer satisfaction research, dropping expenses on
good-quality management, reducing the costs on training of new agents and
lastly reducing the expenditure on the recording system.
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