Your calls are a gold mine of data. TantaComm's cloud-based Analytics engine puts that valuable information at your fingertips.
80% of customers prefer to talk to a live agent for support*. While most organizations already record those exchanges, many don’t have the time or the resources to mine them for potentially valuable insights. With Speech Analytics, it’s now possible to automatically find and organize data that you can use to streamline processes, prove adherence, and create a better experience for your customers.
Hit the ground running with robust out-of-the-box functionality, from pre-built speech algorithms in eight languages to a variety of reporting templates, and custom industry-specific content (i.e. Collections and Customer Service). Set-up is quick and easy, with no physical infrastructure footprint and an immediate return on investment.
Two-level redaction, based on powerful and accurate speech-to-text technology, ensures basic PCI compliance by erasing credit card information from call recordings, then full PII (Personal Identification Information) compliance by removing names, addresses, and other sensitive customer data.
In addition to maintaining customer privacy standards, speech algorithms can also detect whether your agents are reading disclaimers to your customers, adhering to scripts, and using appropriate language. Act quickly to resolve compliance issues with the help of real-time alerting.
Create a better customer experience by using Speech Analytics to drive continuous process improvement. Reduce call-back rates by more quickly identifying root causes, gain insight into the success of your campaigns, and discover the factors that drive customer satisfaction. And using TantaComm’s Quality Management solution, you can build automated workflows to drive high-risk calls to management for review, to Quality Assurance for scoring, or to supervisors for targeted coaching.
Our Speech Analytics platform seamlessly integrates with our stand-alone Call Recording and Quality Management solutions, and our API-driven open architecture also enables integration with a variety of other third-party applications, from your existing call recording platform to your favorite BI tool.