User:LeroyBruce
Every Second Counts. Use Real-Time Speech Analytics to Improve the Customer Experience and Reduce Costs in your Contact Center. "Can you hold a minute while I look that up? " It’s a common refrain in many contact center conversations, and it means two things: it will take longer to answer the customer’s question, and it will drive up the overall costs for that call. In this case, two negatives certainly do NOT make a positive!enghouseinteractive.com Companies have invested heavily in desktop systems to help guide agents through the complexity of call center interactions.techtarget.com But this adds to the problem, as agents spend valuable time navigating through screens instead of talking with customers.
What’s needed is a better way to leverage these existing systems and drive the right information directly to the agent as a result of the actual conversation. Driving real-time information to the agent desktop simplifies the work-flow and can reduce average handle time up to 10% - this case study will demonstrate it. Real-time alerts improve communications within and outside the traditional call center boundaries - information gets where it’s needed to handle customer issues quickly. You’ll see a live demonstration. An effective system ties into existing networks and knowledge management systems, and scales economically to handle 100% of calls across an enterprise.
This frees up so much time for quality managers to do the value add work instead of ticking off criteria for agents that have performed fine and require no coaching. Enghouse Interactive provides an outbound campaign module which includes outbound SMS and IVR calls.techtarget.com The difference with Enghouse Interactive’s outbound module is that it is tightly integrated with the contact centre for when people respond to those outbound notifications. Throughout the customer journey, from triggering the inbound interaction into the contact centre to after the event quality management, Enghouse Interactives’ portfolio does a little bit more in every area. It’s not simply an omni-channel contact centre solution.
Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding. Verint Real-Time Speech Analytics, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to proactively identify opportunities to guide interactions for the benefit of the customer and the company. The sophisticated rules engine in Verint Real-Time Speech Analytics can identify the presence or absence of words and phrases, as well as the sentiment expressed. Rajeev Venket, senior director of solutions marketing at Verint, calls real-time "the natural evolution" of speech analytics.
Verint's Real-Time Speech Analytics is natively embedded in the Verint recorder. Organizations can further the value of Verint Real-Time Speech Analytics by using it as an extension of Verint Speech Analytics and Verint Desktop and Process Analytics. Customers can take advantage of the advanced capabilities in Verint Speech Analytics by first identifying and understanding patterns of behavior and improvement opportunities, and then leveraging that knowledge to create guidance rules for real-time speech analytics. The addition of Verint Desktop and Process Analytics provides contextual awareness through a combination of desktop activity and transaction-related information to enhance rules. Real-Time Speech Analytics is part of Verint's broader Customer Engagement Optimization portfolio, which is available for cloud and on-premises deployments.
Though not a new product, Real-Time Speech Analytics is a continuation of advances that Verint has been making across its product portfolio over the past year or so, according to Venket. This new level of advancement in speech analytics has many advantages, Venket points out. Verint's speech analytics product release comes at a time when DMG Consulting has identified a very robust period of growth for the technology. The report maintains that the speech analytics growth rate peaked in 2016, but expects to continue seeing sustained and very positive growth during the next five years. Speech analytics, DMG concluded, is now a "must-have" strategic solution, enabling companies to mine the wealth of information freely shared with them during customer service conversations to find insights that are useful and actionable. Fluss said in a statement. Verint is one of the firms listed among the report's leading vendors of speech analytics technologies. Others include Calabrio, CallMiner, inContact, NICE, SESTEK, Voci, and ZOOM International.
This application claims the benefit of U.S. Provisional Patent Application Ser. No. 61/933,599, filed on Jan. 30, 2014, the entire content of which is hereby incorporated by reference in its entirety. Embodiments of the present invention generally relate to electronic collaboration sessions, and, in particular, to a system and method for tracking and predicting service completion times using real-time speech analytics of user communications. Contact center management systems often calculate an estimated expected wait time (EWT) of a customer contact based on historical information. The formula for calculating expected wait time is typically derived from the rate at which contacts are answered, relative to the number of contacts in queue, together with other available historical statistics. This calculation is based on historical averages and does not consider any indicators that some calls usually take longer or shorter than the daily average.
Indicators are evidence of the temporal progress of a call, relative to a metric. Expected Wait Time is fundamental to operation of a contact center. EWT is used in a number of scenarios in a contact center environment. First, the contact center may inform a user of the EWT for their call. Providing such estimates is now commonplace, and a caller may become dissatisfied if the contact center does not provide him/her the EWT. Informing a caller of the EWT and offering suggestions or alternative options allows users to decide the best course of action for their circumstances. Second, EWT is used by a contact center to manage workflow and to make a determination regarding how best to route the contact.
Third, EWT is used in real-time reporting of contact center status in order to display queue metrics to contact center supervisors. Fourth, EWT is used to compute other contact center metrics, e.g., when calculating performance relative to a Service Level Agreement (SLA) for a given work queue. Despite expected wait time being a key metric in the day-to-day operation of the contact center, the computed value of EWT is an estimated value, and known methods of calculating EWT are not sufficiently accurate. The operation of a contact center could be significantly enhanced with a more accurate value. Therefore, a need exists to provide improved estimates of expected wait time, in order to provide more efficient contact center operation, and ultimately improved customer satisfaction.
Embodiments of the present invention generally relate to contact center operation and, in particular, to a system and method for calculating more accurately the expected wait time by use of real-time speech analytics. The preceding is a simplified summary of embodiments of the disclosure to provide an understanding of some aspects of the disclosure. This summary is neither an extensive nor exhaustive overview of the disclosure and its various embodiments. FIG. 3 illustrates at a high level of abstraction a method in accordance with an embodiment of the present invention. The headings used herein are for organizational purposes only and are not meant to be used to limit the scope of the description or the claims.techtarget.com As used throughout this application, the word "may" is used in a permissive sense (i.e., meaning having the potential to), rather than the mandatory sense (i.e., meaning must).
Similarly, the words "include", "including", and "includes" mean including but not limited to. To facilitate understanding, like reference numerals have been used, where possible, to designate like elements common to the figures.martechseries.com Optional portions of the figures may be illustrated using dashed or dotted lines, unless the context of usage indicates otherwise. The disclosure will be illustrated below in conjunction with an exemplary communication system. Although well suited for use with, e.g., a system using a server(s) and/or database(s), the disclosure is not limited to use with any particular type of communication system or configuration of system elements. The exemplary systems and methods of this disclosure will also be described in relation to software, modules, and associated hardware. However, to avoid unnecessarily obscuring the present disclosure, the following description omits well-known structures, components and devices that may be shown in block diagram form, are well known, or are otherwise summarized.
In the following detailed description, numerous specific details are set forth in order to provide a thorough understanding of embodiments or other examples described herein. In some instances, well-known methods, procedures, components and circuits have not been described in detail, so as to not obscure the following description. Further, the examples disclosed are for exemplary purposes only and other examples may be employed in lieu of, or in combination with, the examples disclosed. It should also be noted the examples presented herein should not be construed as limiting of the scope of embodiments of the present invention, as other equally effective examples are possible and likely. As used herein, the term "module" refers generally to a logical sequence or association of steps, processes or components.
For example, a software module may comprise a set of associated routines or subroutines within a computer program. Alternatively, a module may comprise a substantially self-contained hardware device. A module may also comprise a logical set of processes irrespective of any software or hardware implementation. As used herein, the term "transmitter" may generally comprise any device, circuit, or apparatus capable of transmitting a signal.youtube.com As used herein, the term "receiver" may generally comprise any device, circuit, or apparatus capable of receiving a signal. As used herein, the term "transceiver" may generally comprise any device, circuit, or apparatus capable of transmitting and receiving a signal.
As used herein, the term "signal" may include one or more of an electrical signal, a radio signal, an optical signal, an acoustic signal, and so forth. The term "computer-readable medium" as used herein refers to any tangible storage and/or transmission medium that participates in storing and/or providing instructions to a processor for execution.gartner.com Such a medium may take many forms, including but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, NVRAM, or magnetic or optical disks.speechtechmag.com Volatile media includes dynamic memory, such as main memory. One or more embodiments of the present invention may utilize Session Initiation Protocol (SIP) as a communication protocol. SIP is a communications protocol that is known and described in Internet Engineering Task Force (IETF) Request For Comment (RFC) 3261, the content of which is hereby incorporated by reference in its entirety.
SIP is an open signaling protocol for establishing many kinds of real-time communication sessions. Examples of the types of communication sessions that may be established using SIP include voice, video, and/or instant messaging. SIP also facilitates peer-to-peer communication sessions. These communication sessions may be carried out on any type of communication device such as a personal computer, laptop computer, Personal Digital Assistant, telephone, mobile phone, cellular phone, or the like. One key feature of SIP is its ability to use an end-user's Address of Record (AOR) as a single unifying public address for all communications. Thus, in a world of SIP-enhanced communications, a user's AOR becomes their single address that links the user to all of the communication devices associated with the user.
Using this AOR, a caller can reach any one of the user's communication devices, also referred to as User Agents (UAs) without having to know each of the unique device addresses or phone numbers. SIP is not a vertically integrated communications system. SIP is rather a component that can be used with other IETF protocols to build a complete multimedia architecture.spitch.ch The Real-Time Transport Control Protocol ("RTCP") is a protocol that is known and described in Internet Engineering Task Force (IETF) Request For Comment RFC 3550. RTCP provides out-of-band statistics and control information for an RTP media stream. It is associated with RTP in the delivery and packaging of a media stream, but does not transport the media stream itself. Typically RTP will be sent on an even-numbered user datagram protocol ("UDP") port, with RTCP messages being sent over the next higher odd-numbered port.
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