Big Data boosts Telecom Industry Contact Center Model Innovation

Big data is already a hot concept, but its vitality in development and innovation is far from being released. Recently, our Aspect held a joint seminar with Guangdong Telecom, China Telecom's largest provincial branch, to discuss the Business Model Innovation of China Telecom's contact center. During the meeting, we introduced a new technology-voice analysis, in which phoneme analysis is our highlight.

As we all know, recording is an important means of quality management in the contact center and produces a large amount of data. Unfortunately, this massive amount of data does not give full play to its value. Aspect's voice analysis technology is already at the forefront of the industry and can help contact center recording data to discover infinite value. During communication with Guangdong Telecom, this technology attracted special attention. Here, I will give a brief introduction to several ways in which Aspect voice analysis technology has taken effect in many applications of the contact center.

Voice analysis improves quality management

For common consumers, the contact center is the customer service phone that is frequently used. You can call customer service whenever you have any requirement, dissatisfaction, or questions about the seller's products and services. At this time, we often hear the following prompt: "to ensure service quality, we may record your phone number ." At this time, the recording data is basically produced.

To ensure service quality, enterprises can sample or fully record customer service calls. However, due to the number of quality management personnel and the limited working hours, it is almost impossible to monitor each customer service call. Recording data can only be used as evidence for investigation in the event of a dispute. In addition, it is a pity that it is difficult to play any role!

Aspect quality management software®Quality Management enables enterprises to improve their contact centers in an all-round way from listening, understanding, and improvement. Aspect software can discover clues and opportunities for improvement from these contact records, whether the customer contacts the company's contact center or the contact center actively contacts the customer. The purpose of this software design is to discover what the customer really wants in this communication, and even what the customer may want in the future. With this software, enterprises can set their own business rules and record all the recordings and screen pictures during the communication and interaction between agents and customers, this includes interactions through network surveys and automated response machines. In addition, you can set a series of filtering rules, select records of interest to enterprises, and automatically sort the records for more in-depth analysis and more improvements.

Through voice analysis, we can find out the business-driven elements, that is, those that need to be improved and thus truly increase revenue for enterprises. This technology can quickly determine the business concepts of all voice and text contacts in more than 10 languages, so as to determine matters of significance for enterprises. By using pre-built industry-specific dictionaries, you can quickly discover related business concepts to find out problems in customer service and the best solution.

Recording data is a type of unstructured data. Structured each conversation recording, combined with additional data, uses powerful reporting and analysis functions for in-depth research. By understanding what customers and agent personnel are talking about, we can quickly identify "risky" behavior and actively solve the problem. Through comprehensive recording monitoring, we can also find some trend problems, which cannot be seen from a single case-this is one of the special values of big data.

Voice analysis creates more business opportunities

Voice analysis technology can not only be used to improve existing services, but also opens up a new world for business innovation.

Identifying key sensitive words in all recordings is a unique feature of Aspect voice analysis. For example, the agent personnel are talking to the customer, and the voice Monitoring Technology finds that the customer has expressed the name of a product or related requirements. Aspect has implanted a function on the basis of voice monitoring, A prompt window is displayed immediately on the agent's screen to instruct the agent to recommend related products to the customer, or to automatically send a text message or email to the customer to recommend products.

Basically, with the Aspect voice analysis technology, the enterprise's contact center has a strong ability to automatically listen, specifically capture the preset Keywords of the enterprise. As long as the agent personnel appear any sensitive word during the interaction with the customer, the relevant customer contact program will be triggered.

In turn, enterprises can set to count the frequency of keywords that should have occurred frequently in some periods or in some businesses. If they do not frequently appear in the process of communicating with customers, sends a warning to the management to remind the management of new situations that may not match the company's expectations.

For example, a telecom network operator can set the term "I want to use a network phone" when an agent communicates with a customer, the "Bandwidth upgrade" promotion plan Recommendation prompt is displayed immediately on the agent's screen. In addition, the system can monitor whether the agent actually recommends the "Bandwidth upgrade" product to the customer. If he does not recommend the agent three times in a row, the supervisor will receive a reminder and the system will trigger relevant training courses for the agent.

In short, the recording data is undoubtedly one of the largest data volumes in the contact center, and is often in sleep. With the help of Aspect voice analysis technology, enterprises in all walks of life can innovate new business processes and business models that can promote sales performance.