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INSIGHT into Voice Analytics

Enriches data using capabilities within the ARC platform to present meaningful outputs via dashboards. Pinpointing specific items of interest from metadata and voice recording files to provide better business insight for smarter, faster decisions.

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Enriching data and signals of interest

Using capabilities within the ARC platform, we enrich the metadata and voice recording files. Using both, the original and enriched metadata with the recordings, signals are produced and key items of interest are surfaced for further analysis using our standard dashboard. 

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Capabilities used to enrich the core data in INSIGHT

Data Accuracy

Data Quality

Data Usability

Voice Content

Voice Sentiment 

Voice Biometrics

Dashboard Interface (UX)

The dashboard identifies the following elements, automatically surfacing ONLY items and events of interest for review:

  • Voice conversations that took place and were recorded

  • Voice conversations that took place but did not get recorded

  • Voice conversations that took place and were recorded, but there is a “fuzzy” match 

  • Recording instances that are missing the voice recording file

  • Quality score of voice recording file including an explanation for quality score

  • Highlighting suitable recordings via metadata filters for usability 

  • Confidence score for validation of participant (biometrics)

  • Identification of sentiment (sentiment score)

  • Sentiment trending (per call or operator)

  • Surfacing of key words/phrases (confidence/accuracy score and alternative options)

Dashboard Widget
Dashboard Widget

Common Use Cases

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Regulatory Compliance ​

  • Voice Recording Assurance – Record keeping accuracy control

  • Voice Monitoring & Surveillance – Monitoring of voice conversations for Monitoring of voice conversations for bad behavior, regulatory, security, criminal breaches or conduct breaches

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Voice Communication Technology​

  • Voice Recording Assurance – Match and enrich the metadata and voice recording files

  • Data Cleansing – Identify, cleanse and enrich the recording data to decide whether to keep or cull

  • Vendor Control – Analysis of telephony system performance

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Contact Centers ​

  • Customer Experience (CX) – Monitoring for customer behavior and trends to highlight areas for improvement and further training

  • Quality Assurance – Agent adherence to script

  • Performance Management – Analysis of agents against key performance criteria

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Legal​

  • Litigation Review – Investigation for legal evidence

Benefits – Smarter, Faster Decisions

Reduce costs ​

  • Reduction of manual resources when monitoring – less people to review the data

    • Only items of interest surfaced = efficiency

  • Reduction is storage costs – only keep the data and recordings you need

  • Reduction in false positive instances = reduce wasted resource time

Reduce risk ​

  • Reduce and pro-actively manage the security risks of remote workers

  • Immediate proactive identification of bad behavior, regulatory, security or criminal breaches

Improved performance ​

  • Targeted effective training

  • Removal of bad actors quicker

  • Smarter remediation of errors avoiding potential dispute, non-payment and litigation

Increased breadth of data analysis 
 
Greater speed of processing, near real-time

Overall, all these benefits provide

Increased profit
Increased growth
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