centres, the performance target, together with the technology, results in management maintaining high levels of control to optimise individual performance.
Call Meta-Data Wizard - Calls can now be filtered by attributes surrounding a call, such as agent or customer account to analyze different views within call
data - For example, high value customer interactions could be analyzed to uncover what customers want and how to serve them better.
Concerns about identity theft, telephone fraud and consumer privacy are driving the demand for greater security within call
The addition of the Megisto MSDS component allows CPDI to deliver comprehensive real-time prepaid and content-based charging capabilities within CALL
Primus Knowledge Solutions (Nasdaq:PKSI) today announced the inaugural Primus Luminary Awards to recognize organizations that provide exemplary service on the Web and within call
centers and help desks.
Customers using etalk Recorder(TM), etalk's award winning quality monitoring tool, will now have the ability to utilize advanced speech recognition software to analyze words or phrases within call
Authoria HR - which can be deployed via the Web, HR Intranets for employee self-service (ESS), or within call
centers - uses knowledge applications designed to handle the complex nature of employee information, benefit plan design and HR policy design.
SpeechMiner's direct phrase-recognition engine, which recognizes entire phrases within calls
without first converting the calls into text or phonemes, delivers a complete method of call classification and categorization.
Both bursts within calls
, and pulses within bursts were no periodic.
Additionally, QA5 can be used on archived calls to identify patterns of interaction within calls
and evaluate specific aspects of customer service quality, as well as provide insights about customer preferences, likes, and dislikes.
The third and last speech analytics method, direct phrase recognition, directly recognizes specific phrases that have been predefined by businesses within calls
themselves, instead of first converting speech into phonemes or text.