iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, has announced the release of its newly enhanced customer speech analytics platform, the company said.
The cloud-native speech analytics platform now includes full call transcription, or speech-to-text translation, for recorded interactions between a customer and customer service agent. iQor´s data scientists, optimization group and operational teams use the data derived from the translations to drive client-specific solutions that improve the caller´s overall experience as well as internal operations.
Other new features of iQor´s speech analytics platform include synchronized screen capture playback with closed captioning, sentiment analysis, advanced filtering, and customized word-cloud reporting.
iQor´s speech analytics platform is used to help create solutions that increase first contact resolution (FCR), decrease average handle time (AHT) and provide indicators of customer churn, which, when all combined, result in an overall improved customer experience. iQor also uses the platform to support compliance procedures and in identifying areas in need of coaching to support ongoing agent training and quality assurance.
iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 45,000 employees in nine countries, it partners with many of the world´s best-known brands to deliver aftermarket product and customer support solutions. For more information, visit www.iqor.com or follow at www.twitter.com/iqor.