Speech Analytics

Delivering sophisticated call recording speech analysis to provide powerful business intelligence capabilities

Your organisation's 'phone interaction with your customers is a critical part of your service provision and an invaluable source of market intelligence.

Liquid Speech Analytics provides a powerful means of interrogating your call recordings in a rapid, easy and meaningful way:

  • Quickly analyse call recordings for valuable operator and customer interaction intelligence
  • Deliver information of vital relevance to your management team to improve operational efficiency, risk management and revenue generation

Benefits

  • Targets the key areas of customer contact improvement - operational efficiency, risk management and revenue optimisation
  • Enhances brand protection by reducing risk of malpractice, fraud and non-compliance
  • Low start-up cost - no requirement for enterprise level integration
  • Easy to use interface providing a simple and efficient way to create searches and review results
  • Interface to industry standard tools to perform additional analytics

 

Features

Advanced call recording speech analytics features including:

  • Search based on phonetic technology, providing speaker independent capability that does not require a dictionary of recognisable terms
  • Key phrase search, tagging and dataset filtering
  • No restrictions on search terms. Places, people, products, brands and even jargon are all usable search terms
  • Automated upload of search and discovery results to the analytics engine and reports
  • 'Out of the box' reports covering standard industry key performance indicators including first contact resolution and average handle time analysis
  • Quality management and compliance checking that automatically identifies your best and worst performing customer contact operators
  • Interactive analytics enabling you to drill-down from a top level overview, through the team level and down to an agent level
  • Easy to use report wizard to customise and create new metrics and reports that can be used to show the data you want to see, the way you want to see it

Technical Details

  • SaaS based analytics and reporting enables users to be added and removed as required
  • Supports processing at 80 times real time from 24GHz processor
  • Processes 1500 hours of audio per session
  • Facility to run 3 sessions in parallel
  • Cloud based analytics and reporting platform for maximum scalability, flexibility and reliability

Products and Services

Information

Liquid Voice

Liquid Voice is a leading provider of integrated Call Logging, Call Recording, Quality Monitoring, Workforce Optimisation and CTI systems.

Its solutions are used extensively by a variety of organisations to help improve operational performance, deliver compliance, safeguard the enterprises and provide invaluable management information.

A UK based operation, Liquid Voice's systems work with both traditional TDM and IP environments and are tested and accredited by the world's leading phone system manufacturers.

The company prides itself on its accessibility and its ability to respond rapidly to customers both before and after installations. It has specific sector knowledge and expertise in the Financial Services, Social Housing, Local Government and Contact Centre markets - an array of leading organisations within each of these vertical markets already use its software daily.