Homisco ECHO™

analytics
What Is Voice Analytics?

This technology integrated with call center's that analyses the voice of a calling customer, whether it is live or from a previous recordings

Voice analytics interprets a customer’s emotions through words, phrases and tone of voice throughout the conversation.

This helps keep track of how satisfied customers are upon commencement of calls and upon finishing their experience, allowing managers to determine if there are any patterns within their agents and provide feedback and training where needed.

Homisco is here to partner with you to provide the best Voice Analytics solution to meet the needs of the business.

psychology
"Experience the full potential of real media biometrics technology to analyse, target, and generate actionable intelligence for investigative purposes."

Now you can increase efficiency and enhance your understanding of both your staff and customer base.
By accurately identifying speakers, key words and indeed text held within disparate media to uncover customer trends, competitor offers or allow you to deal with complaints immediately. Customer eXperience or CX is even more critical then ever during and following the recent pandemic and Artificial Intelligence or AI is now an accepted standard in market differentiation. Indeed 75% of CX decision makers agree deploying AI and machine learning technologies such as Voice & Media biometrics have become one of the main priorities for them in the new business world. Not only intuitively managing all aspects of business but utilizing predictive options within the platform to deliver critical intelligence before your competitors are aware of these trends.

All of this delivered on an AI platform using the same patented biometric technology already trusted by law enforcement, military and intelligence agencies around the world. Deploy Braxtel AI & Media Analytics to dramatically improve your understanding of any situation or challenge and provide real-time and post engagement coaching, guidance and insights that produce better outcomes for your brand, customer and employee. Resulting in a fast R.O.I and net revenue increases within month's of simply switching on.

fingerprint
Rapid speaker identification and hotlist lookups both in real time and offline

The system delivers speaker identification in as little as seven seconds and compares the speaker(s) to a hotlist of people of interest in real-time, while a conversation is in progress, or as part of a batch process completed after the conversation has ended.
The identification process and hotlist comparison are conducted in a fully transparent manner, without detection by either the caller or the called party, facilitating the uninterrupted flow of their conversation.

This system perpetually monitors both speakers and indicates when a speaker changes to ensure a comprehensive understanding of Zoom meetings and conference calls. The system also identifies the participants in the call and flags the record for further review and investigation.

history
Leverage time by a ratio of 42:1 with offline processing

For offline operations, the system processes stored recording at the astounding rate of 42:1. That is, at a speed 42 times faster than real time. Once the audio files have been processed, the system can produce up to 85,000 matches (identifications) in a single second. This facilitates the processing and analysis of thousands of hours of call records on a single system node.

verified
Automated interaction agent analysis

Automating Scorecards and Highlighting Coaching Needs. Agent performance is often evaluated based on their supervisor listening to a small sample of random calls or interactions. Using interaction analytics that automatically monitors, analyses and scores all customer–advisor interactions across multiple channels in one system, advisor performance can be measured objectively. Each advisor is provided with a personal scorecard which automatically measures their performance against agreed quality parameters on a daily basis.

3d_rotation
Full 360-degree insight into the customer experience

This complete 360-degree view of the journey is created by collecting the ‘hard’ and ‘soft’ data the company captures about its customers and their interactions from different data sources. The ‘hard’ data includes customer interactions with a company via multiple channels, such as calls, chat, email, texts, social media and surveys. To put it simply, ‘hard’ data gives factual information. But hidden in the hard data is ‘soft’ data that gives a clearer insight into how a customer was feeling. Sentiment analysis identifies if they were angry, happy or upset – or if the advisor was showing empathy that made the customer relax and become receptive.By aggregating hard and soft data, it is possible to identify the person behind the transactions.

sentiment_satisfied
Managing and understanding customer emotion

Interactions analytics allows contact centres to automatically tag certain language patterns, keywords, phrases and other characteristics, and score them against set call criteria. This is the basis of sentiment analysis. Sentiment analysis provides a more objective interpretation of factors that are otherwise difficult to measure, or are typically measured subjectively, such as the amount of stress or frustration in a customer’s voice. How fast the individual is speaking. Changes in the level of stress indicated by the person’s speech (such as in response to a solution provided by a customer support representative). Also, by integrating machine learning into the mix, sentiment analysis becomes more accurate over time, as algorithms learn and adapt to the commonalities.

language
Works with any spoken language

As the system utilizes technology which is intrinsically language independent, it can be effectively used to identify speakers of any language without the need for adaptation, changes or reconfiguration.

hub
Effective across multiple communication channels

Effective analytics allows organisations to identify whether a particular contact method is preferred and why. It also allows a better understanding of whether one channel is used consistently following another and whether efforts to push more interactions to self-service or chat are successful. Individual text can be reviewed and used to highlight customer trends , competitive brands & special offers.

fact_check
Ensuring regulatory compliance and granular adherence

Because interaction analytics analyses and scores every single advisor contact, it provides a more complete sample of compliance than is possible through more traditional methods. The contact centre can automatically evaluate and then classify every interaction into configurable categories that are relevant to the various compliance regulations. By doing this the contact centre can tag these categories (e.g. use of non-compliant language, raised voices and other risky behaviour) and then score them by meeting pre-defined, individual quality scoring criteria, such as script and other regulatory compliance adherence. A real-time analytics solution can also help with compliance during the call. It does this by tracking of script elements as they are completed using contextual speech patterns. It ensures that advisors are saying the right things at the right time by providing next-best-action guidance, event alerting and automated context-driven workflow reminders to prevent non-compliant behaviour.

trending_up
Identifying sales opportunities

Businesses can make use of the market intelligence that interaction analytics provides by identifying the optimum path to making a sale. While multiple routes may achieve a successful close, interaction analytics will identify the best-practice method that delivers the best customer satisfaction or loyalty score. Advisors testing this path can be scored against adherence to the desired path or their ability to identify language which indicates a willingness to buy. Analytics can also help identify possible sales trends or to create opportunities to up-sell or cross-sell. This process saves countless work hours of your investigators’ time and ensures that, to the greatest extent possible, they are working on actionable intelligence that holds the greatest likelihood of generating meaningful results leading to successful outcomes.

forward_30
Reacting quickly to competitors offers.

Interaction analytics can be used to capture what customers may be saying about the organisation’s competitors. For example, during a phone tariff renewal call, a customer may mention a competitor offer that he thinks may suit him better. With random sampling of calls, the probability of discovering that this is the start of a major campaign is small. Analysing every call can give the contact centre the advantage of spotting and then sharing this insight with other teams to quickly react to a competitor offer. By providing advisors with a counter-offer, the organisation could not only minimise customer churn but also convert existing customers to a new deal.

travel_explore
Evaluating the investment and returns from a marketing campaign.

Evaluating the Performance of Marketing Campaign through Interaction analytics can help a company to quickly assess whether its TV ad, email or phone campaign is converting well. For example, are people calling in regarding a specific offer they saw on the TV campaign, does it create a buzz on social media or has it triggered negative comments.

push_pin
Pinpointing the next best action through predictive analytics.

Organisations can use comprehensively and systematically analysed data to aggregate the channels customer's prefer with age profiles and the task they are focused on to assess what they are likely to do next. Triangulating business activity will massively improve as time progresses as machine learning and existing data begins to increase the predictive percentage accuracy.

history_toggle_off
Producing 360 degree reporting on historical transactional behaviour and future trends.

Examine and drill-down details reveal insights based on customer behaviors, agent performance, process challenges and other root cause indicators. Create and share graphics that can be understood organization-wide, from contact centre to C-Suite, to spread impact. Together, our technologies create the most powerful tool for visual storytelling with conversation analytics.

Clearly see how data impacts productivity .Easy drag-and-drop features for charts, graphs, and tailored dashboards. Simple interface helps manage, import, and present data at scale.Pre-built reports deliver insight as quickly as possible Easily identify patterns across customer interactions to inform key business decisions Use before-and-after assessments to measure the impact of agent coaching, as well as ROI assessments of bottom-line benefits. Connect different data points and compare results to support root cause hypothesis with data-supported evidence. Uncover and spotlight key opportunities using identifying titles and tags. Fortify audio evidence with graphics that pinpoint the scope of an issue and attention required to solve it. Visual data encourages enthusiastic attention and action within and beyond the contact centre.