VertexOne Speech Analytics helps you better understand and respond to the voice of your customer.
Each day, utility companies receive a tremendous volume of calls. Yet, despite all the data, metrics and reports they generate, most utilities struggle to understand why their customers are calling, or what their agents are saying to them.
Through call analytics and voice analytics, VertexOne enables you to go beyond call dispositioning to analyze conversations and gain insights that you can use to improve customer experience and operational efficiencies.
Speech Analytics is a core capability that helps contact centers answer key questions, including:
- Why are my customers calling?
- Which calls are driving customer satisfaction or dissatisfaction?
- Which call types could we be handling better?
- How are my agents representing my utility?
- Which calls are driving additional contacts?