There are always happy customers behind a successful company. Achieving customer satisfaction and meeting their expectations helps in ensuring customers’ loyalty to your business, as well as their good word of mouth. However, to achieve that success, we need to understand their true emotions behind every explicit or implicit expression.
Overcome the challenge of variable customer experience. Learn how to optimize interactions, increase revenue, reduce agent churn, and improve overall service quality.
In-Call Emotion Detection Drives Real-Time Results
‘SYNAPSE’ (Speech & Voice Neural Analysis for Performance & Service Excellence) is the result of over 24 years of research and experience in voice analysis and emotion detection across multiple applications, disciplines, languages and cultures. With our best practices it has becomes a most powerful tool for your call centers management and CSAT policy.
For Agents
Churn Reduction, Skill Enhancement & KPIs
Improve your operators’ engagement skills by allowing them to quickly express their clients’ actual emotions during service calls or sales attempts. To ensure staff well-being and call centre health, keep an eye on your agents’ performance and track stress and weariness.
For Managers
KPIs, Reports & ROI
Increase your supervisory powers while reducing response time. Allow clients and operators in need to receive immediate assistance. Set KPIs and targets for service based on quantitative and automated data.
For Customers
Real Time CSAT & Deep Insights
‘SYNAPSE’, is focused on customer satisfaction. Ascertain that consumers’ demands are fully understood and expertly met. Reduce the workload of your call centres by identifying common client concerns
The Core Technology is also available for integration into your own solutions via Dockers/API for system developers wishing to include emotion detection in their existing platforms.
In today’s market, where dissatisfied consumers may and will simply move their business elsewhere, integrating the Emotion Detection Components into your contact centre solution gives you a substantial competitive advantage!
Customers are the most valuable asset for any company. Meeting client demands and focusing on customer satisfaction ensures customer loyalty and referrals to others. Customers rarely express their genuine preferences or opinions about their contacts with your company's contact centre personnel, even when textual content of calls is monitored. Superior tools are required to swiftly and accurately assess your consumers' genuine feelings and behaviours.
Real-Time Performance Intelligence & Intervention System
- Scanning all customer-agent interactions in real time for problematic circumstances as they arise, with automated notifications sent to contact centre supervisors/managers
- Perform efficient offline emotional data mining on archived conversations while following regular work procedures, based on parameters provided by any contact centre manager
- To monitor overall call centre site performance and produce automated reports, measure different emotional factors from both your customers and your agents (such as levels of energy, tension, and rage) throughout any time period
- Over time, keep track of any agent’s performance and emotional growth
- Determine which agents are having a terrible day and take constructive action
- Use an automated scoring system to recognise and reward agents’ achievements
