Call Center Software Products: Envision SpeechMiner

Improving customer service through intelligent reporting.

Envision™ SpeechMiner^® is a call center software solution that helps you transform unstructured customer voice communications into the intelligence required to make better decisions that improve the quality of agent, call center and enterprise performance. With Envision SpeechMiner call center software, you can understand, analyze, predict and make changes to your people, processes and technology to improve customer experiences using their own words. The result: enhanced customer satisfaction, increased revenue, reduced costs and better risk management.

Envision SpeechMiner is a flexible and powerful call center software solution that utilizes the latest advances in voice analytics technology to recognize and pinpoint important business events contained in the customer interactions your company records. Envision SpeechMiner moves beyond simple word spotting to capture meaningful intelligence from the context and emotion of the conversation. Once companies understand why people are calling, they can begin to catalog and evaluate this information for competitive intelligence, marketing campaign effectiveness and operational inefficiencies.

With Envision SpeechMiner you can:

Categorize according to specific business needs Envision SpeechMiner call center software uses a flexible and powerful phrase-building tool to define the topics and categories you wish to identify in recorded calls. In addition to words and phrases, Envision SpeechMiner detects events such as silence, music and emotion.

Search, retrieve and analyze customer conversations Envision SpeechMiner call center software processes customer interactions from your call recording system and matches call audio to the topics and categories you define. Envision uses proven acoustical models to listen for whole phrases.

Communicate and share intelligence rapidly Envision SpeechMiner delivers detailed reports on call center customer interactions and the business issues you care about. These customizable reports enable you to drill down to specific calls and listen to the entire interaction for more insight.

Key features of Envision Business Intelligence include:

Multi-site configurations: Support for single or multi-site environments.

Multi-language capabilities: Supports 30 languages, providing intelligence about customers from around the globe.

Emotion detection: Identifies speaker emotions based on the tone and manner of their speech.

Centralized user management: Enables an efficient approach to managing operational resources for large organizations.

Built-in partitioning: Allows a single environment to support multiple separate groups and supports user-specific partitions of calls for reviewing while preventing access to the rest of the calls.

Reporting: Incorporates Microsoft® SQL Server™ Reporting Service, enabling users to quickly and easily add reports.

Archiving: Supports internal back-up mechanisms to ensure critical data is protected.

Email alert messages: Generates automatic e-mail alerts based on specific events.

SpeechMiner is a registered trademark of Utopy, Inc.

"The speakers are topnotch and the training we receive is practical and relevant. The networking and sharing of best practices alone makes the Envision Customer Forum more than worth the time and trip. I bring back great ideas every year."