Eleveo AI-Fueled Call Center Speech Analytics: Transforming Every Interaction Into a Competitive Advantage

Elevēo Speech Analytics generates actionable quality management insights by examining the nuances of agent/customer phone interactions, including voice characteristics, silence, keyword or phrase usage, and conversational dynamics. Utilizing artificial intelligence and natural language processing, this analytics software transforms every call into a competitive advantage, deriving valuable intelligence about customer attitudes, agent proficiency and brand reputation. Regardless of your call center's size or the number of customer interactions your agents engage in daily, you need to transform those interactions into decision-making intelligence. Eleveo Speech Analytics provides visibility into 100% of calls, enabling decision-makers to interpret attitudes, gauge agent aptitudes and expose processes and trending issues.

Protect Your Brand with Eleveo Speech Analytics

Contact center agents are front-line brand ambassadors, and agent/customer interactions are critical inflection points in the relationship between customers and the brand. That bond can be made, strengthened or broken during a single interaction. Research has shown that poor customer service experiences have a 65% likelihood of creating negative word of mouth. In short, every interaction counts – a lot. This tool, leveraging AI and machine learning, can identify areas for improvement, directly impacting contact center effectiveness. With the help of AI-fueled call center speech analytics technology, Elevēo provides unprecedented insights into 100% of agent/customer interactions, helping management refine processes and equip agents to handle every customer encounter with maximum efficiency and effectiveness.

Configurable Rules

Managers can automatically assign a score to agent and customer interactions based on the following attributes:

• Emotion (agent, customer)
• Speech phrases
• Number of interruptions
• Crosstalk
• Silence
• Handling time
• Any external metadata (received from CCaaS platform) Fuel analysis Enjoy visibility into 100% of agent/customer interactions. Reach deep into the QM process for actionable insights that improve CSAT and identify trending topics and challenges.
• Continuous Speech Recognition yields highly accurate speech-to-text capabilities and transcriptions
• AI-Driven Emotion Detection capabilities automatically reads customers’ emotions by examining variations in pitch or tone, interruptions, periods of silence and more. Eleveo Speech Analytics reaches deep into Quality Management, yielding insights that become the basis for:
• Evaluating and training agents
• Identifying compliance issues
• Uncovering sources of customer dissatisfaction

Unprecedented Visibility Into Every Interaction

These Eleveo features will maximize the contact center’s value to the customer and the business:

Large Vocabulary Continuous Speech Recognition

for highly accurate speech-to-text capabilities and transcriptions, facilitating faster keyword or key phrase indexing and searching. Eleveo supports 40 languages. Transcription is now supported for additional media types, including MP3 and MP4.

Emotion and Sentiment Identification

for all conversation participants and each utterance. Ability to monitor whether customer/agent emotions are improving or worsening during a call, providing insights into agent performance.

Customized Language Model

that measures the weight of words within their context Emotion Detection automatically reads customers’ emotions by examining variations in pitch or tone, interruptions, periods of silence and more.

Trend Analysis

focuses on the most-used words and phrases over time, uncovering trends and exposing customers’ top concerns. Advanced Quality Management automatically systematizes agent performance evaluations based on metrics, like script adherence and hold/silence duration. We also offer manual evaluation tools better for subjectively evaluating behaviors, like empathy and active listening. Multilanguage Support is important for organizations with a diverse or international customer base seeking to improve the customer experience and CSAT. Comprehensive Reporting automatically generates reports on calling data (e.g., call counts by topic, trending queries, word analysis) daily, weekly, or monthly. The feature emails these reports as XML files to relevant departments, or the data can be posted to a dashboard.