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Virtual assistants
Speech analytics
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The business value of Speech Analytics
Speech Analytics helps improve business performance
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The business value of Speech Analytics
Speech Analytics helps improve business performance
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Spitch Analytics
brings business value
in many
areas
Customer Satisfaction
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Finance
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Quality
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Innovation
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Risk &
Compliance
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Employee Satisfaction
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More details:
Increase «customer satisfaction»
with
Business benefit / How?
Expected outcome
Improving NPS
Measure customer satisfaction during calls
Understand what makes customer happy and what not
Reduce the number of NPS calls
Coach agents (and measure performance) based on real calls
Increase NPS – and measure (understand) development dynamics
Reduce the number of after-care calls
Coach agents based on facts
Reduce supervisor time spent on listening to calls
Sentiment analysis
Analyze sentiment in all the calls and measure dynamics based on agent, product line, time, etc.
Understand what makes customers happy and follow the same path to sell more
Identify and eliminate “problems” early
Defining the next best action
Evidence-based assessment of which action/reply led to success
Automatically propose best practice on reply/action by prompts on agent screen during the conversation
Understand what makes customers happy and follow the same path to sell more
Contact
Stephan Fehlmann
Spitch Country Manager DACH
to learn more →
«Finance» benefits
of
Business benefit / How?
Expected outcome
Reducing costs
Reducing AHT (average handling time)
Detect and eliminate the reasons for long calls
Identify areas for automation
Identify and eliminate broken processes
Identify employees’ training needs
Most companies receive up to 50% of «easy» standard questions -> automation
«Broken processes» can free up to 30% agent time
Coaching based on «best practice» can reduce call duration up to 20%
Optimizing Workforce
Analyze and optimize workforce planning based on real skill needs (which skill is needed at what time for which product?)
Optimize agent coaching and training based on customer demand
Reduce the need for highly qualified «super agents»
«Optimized skill» planning can reduce the workload up to 20% and increases employee and customer satisfaction
Optimized training can reduce AHT and increase employee and customer satisfaction
Increasing revenue
Preventing Churn/Ensuring customer retention
Understand why customers are not satisfied with our services/products
Identify early warning signals of customer frustration (possible leavers)
«Happy customers» buy more products/services
Most customers leave after a call – understand the «signals» and provide special offers
Optimizing Sales
Identify and measure best practice sales calls
Identify (and coach) low performing agents
Measure and increase script adherence
«Best practice» can boost sales by up to 20%
2% of low performers are responsible for 10% of customer frustration
Good «script adherence» can increase sales by 10%
Cross-sell & Up-sell
Identify signals for cross-sell and up-sell potential
Measure and increase cross-sell and up-sell
Display «up-sell potential» on agent desktop based on conversation
Understand how to measure success of campaigns based on evidence
It is easier to sell new products and services to existing customers
Increase success rates of campaigns
Increase up-sell attempts and related success rates
Contact us
To learn more →
Increase «quality»
with
Business benefit / How?
Expected outcome
Improving FCR (First Contact Resolution)
Understand and reduce reasons for call forwarding
Improve agent tools
Improve agent coaching based on personalized needs
Less customer frustration due to FCR
Reduce AHT
Increase employee satisfaction and employee retention
Understanding on-hold time & reason
Understand and reduce reasons for «on hold»
Simplify and automate processes
Identifying best practices
Measure KPIs in all the calls and build «best practice» guidelines based on factual evidence
Reduce AHT, improve customer satisfaction, increase cross-sell and up-sell, etc.
Understanding customer effort
Understanding how much effort is required from a customer to complete a process
Identify high-effort areas for business process re-design
Skills management
Understand which skills are required (quantity and time)
Optimize work force planning
Reduce required resources
Optimize skills requirements
Language management
Understand which skill and language combinations are required (quantity and time)
Understand which skills are required (quantity & time)
Optimize work force planning
Reduce required language resources
Optimize language and skills requirements
Providing coaching support
Support supervisors/coaches in finding the relevant calls
Manage based on examples and facts
Reduced time for monitoring
Reduced time for coaching preparation
Contact us
To learn more →
Foster «innovation»
with
Business benefit / How?
Expected outcome
Improving intent and duration correlation
Understand why your customers call
Understand reasons for long calls
Understand why customer are not using self-services
Understand what increases or decreases call duration
Getting it right to offer more self-services and automation
Understanding which processes should be optimized (and provide evidence base for it)
Identifying «multi-intent» calls
Measure and optimize multi-intent calls
Provide forwarding to self-services (reduce AHT)
Understanding recurring patterns
Understand why FCR is not working
Optimize processes for FCR
Reduce number of (recurring) calls
Improve customer satisfaction
Identifying automation potential as FAQs
Understand which customer requests can be processed automatically (provide facts)
Monitor FAQ automation – provide statistics on automatically processed conversations
Provide evidence base for self-services and automation projects
Provide automated services 24x7
Feeding continuous process improvements
Understand which processes are broken or require optimization
Measure improvements after process optimization
Improve customer- and employee-satisfaction
Reduce AHT and increase FCR
Managing multichannel orchestration (in- and outbound)
Monitor and analyze channel orchestration (e-mails, voice, text, self-services, automation, etc.)
Ability to start customer conversation with a text-bot, continue with an agent and close with a voice-bot
Provide different channel support based on customer demand
Quality services delivered to customers on their preferred channel
Contact
Carmen Keller
Marketing and Communication Manager DACH
to learn more →
Reduce «risk» and increase «compliance»
with
Business benefit / How?
Expected outcome
Managing and optimizing «special processes»
Follow the complete interaction with customers for each process with no standard procedure (e.g., specific countries, specific type of customers)
Ensure compliance without the need of having two people on the call to check adherence to rules and regulations
Measuring script adherence
Follow the complete interaction with the customers
Ensure that agent followed the defined script (no need for additional checks, call listening, etc.)
Speeding up ordering, onboarding and contracting processes
Create a pre-defined script for contracting processes, which can be followed and recorded
Proof of legally binding contract concluded (e.g., all the required answers to obligatory questions received)
Improving customer data quality
Understand each relevant change of data (e.g., address, marital status, etc.)
Inputs for CRM and other systems
Contact us
To learn more →
Increase «employee satisfaction»
with
Business benefit / How?
Expected outcome
Auto-feeding to CRM
Auto-feed customer conversations into CRM and BI
Employees do not need to update CRM manually
Preventing employee churn
Measure employee sentiment during a defined period
Find «early warning signals» of frustrated employees based on call behavior
Compare tenure, teams and individuals
Personalizing training
Analyze how employee execute different processes and empathize with customers
Identify gaps in training / information for employees (for individual and groups).
Analyze all the calls by one specific employee – and use for coaching
Understanding who are the top- and low-performers
Provide related support and coaching
Define «best practice» and measure against it, automatically
Find out who are the top performers and the low performers based on defined performance KPIs
Compare tenure, teams and individuals
Estimating e-NPS
Measure e-NPS
Assess employee morale and commitment to the employer
Compare tenure, teams and individuals
Contact
Juerg Schleier
Vice President Germany and Austria
to learn more →
Speech Analytics helps improve business performance in many areas
Speech Analytics helps improve business performance in many areas
Name*
Surname*
Company*
Email*
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About
Company profile
Customers and Partners
Gartner Cool Vendor
Recognition by market leaders
Vacancies
Legal & Privacy policy
Impressum
Contact us
Case studies
Case studies
Solutions
For industries
For business needs
For Volksbanks (DE)
Products
Products
Virtual Assistants (VA)
Speech Analytics (SA)
Voice Biometrics (VB)
Knowledge Base (KB)
Chat Platform (CP)
Agent Assistant Suite (AA)
Resources
News
Publications
Event calendar
Islands of InnovAItion
White papers
Services
Strategic consulting
For Partners
Become a partner
Partner portal
Start now
Virtual Assistants (VA)
Speech Analytics (SA)
Voice Biometrics (VB)
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