Speechlog Quality

13 reviews

SpeechLog Quality by Globitel is a comprehensive quality management solution designed to enhance customer loyalty by optimizing the performance of customer engagement center agents. It offers a suite of evaluation and scoring tools that improve overall productivity and service quality. The system's modular design ensures seamless integration with various call center ACD platforms and related products, such as ticketing and customer satisfaction survey systems. Key Features and Functionality: - Agent Evaluation and Scoring: Provides advanced tools for assessing agent performance, facilitating targeted training and development. - Dynamic Search Criteria: Allows administrators to customize search parameters and quick search options, enhancing data retrieval efficiency. - Enhanced User Management: Offers flexible user and group management, enabling dynamic permission settings tailored to business needs. - Centralized Call Management: Supports scalable management of multiple recorders across different locations, enabling comprehensive analysis between sites. - Screen Capture: Records agent desktop activities, providing insights into application usage and workflow efficiency. - Quality Assurance Call Flagging: Automatically selects calls meeting specific criteria for quality audits, streamlining the evaluation process. - Multilingual Support: Currently supports Arabic and English, with the capability to develop additional language support upon request. Primary Value and Problem Solved: SpeechLog Quality addresses the critical need for efficient quality assurance in call centers, a process often overlooked due to its time-consuming nature. By automating and streamlining agent evaluations, the solution ensures consistent service quality, enhances agent performance through targeted training, and ultimately boosts customer satisfaction and loyalty. Its integration capabilities and user-friendly interface make it a valuable tool for organizations aiming to maintain high service standards without sacrificing time or resources.

Speechlog Retail

1 review

SpeechLog Retail by Globitel is an advanced solution designed to enhance the quality of customer interactions in retail environments. By integrating audio and video recording capabilities with AI-powered facial and vocal recognition technologies, it enables businesses to monitor and evaluate sales representatives' engagements with customers effectively. This comprehensive approach ensures that both verbal and non-verbal aspects of customer service are assessed, leading to improved service quality and customer satisfaction. Key Features and Functionality: - Audio and Video Recording: Captures complete interactions between sales representatives and customers, providing a holistic view of the service experience. - AI-Powered Facial Recognition: Analyzes facial expressions and cues to assess emotional sentiment during customer interactions. - Mask Detection: Identifies whether agents are wearing masks, ensuring compliance with health and safety protocols. - Cultural Customization: Tailors features such as red or white shemagh detection to align with specific cultural requirements. - Quality Assurance Tools: Offers evaluation forms and reporting modules to assess and enhance agent performance. Primary Value and Problem Solved: SpeechLog Retail addresses the critical need for quality assurance in face-to-face customer service interactions. By providing detailed insights into both verbal and non-verbal communication, it helps businesses identify areas for improvement, ensure compliance with service standards, and enhance overall customer satisfaction. The solution's AI-driven analysis and customizable features make it a valuable tool for training, performance evaluation, and maintaining high service quality across retail operations.

Speechlog AI Analytics

0 reviews

SpeechLog AI Analytics is an advanced solution designed to transform raw audio data from contact center interactions into actionable insights. By converting speech into text, it enables businesses to analyze customer conversations, monitor agent performance, and enhance overall service quality. This tool empowers organizations to derive valuable business intelligence, optimize operations, and improve customer satisfaction. Key Features and Functionality: - Speech-to-Text Conversion: Accurately transcribes customer interactions, facilitating detailed analysis of conversations. - Advanced Search Capabilities: Utilizes full-text indexing for high-performance and flexible text searches, allowing users to extract specific information efficiently. - Topic Analysis: Automatically tags call interactions with identified topics, providing analytics on call reasons and enabling better understanding of customer needs. - Agent Performance Metrics: Measures various performance indicators such as non-silence ratio, speech speed, interruption rates, and first call resolution, aiding in agent evaluation and training. - Multilingual Support: Supports multiple languages, including Arabic and English, with the capability to add new languages upon request. - Automatic Evaluation: Evaluates calls automatically using predefined criteria, streamlining the quality assurance process. - Vocal KPIs/Metadata Analysis: Analyzes vocal characteristics like speech speed, interruptions, and silence periods to gain deeper insights into call dynamics. - Customer/Agent Differentiation: Separates text and phonetic features for each side of the conversation, allowing for precise analysis of both customer and agent inputs. - PCI Compliance: Ensures the security and protection of private client information during call interactions. Primary Value and Solutions Provided: SpeechLog AI Analytics enhances customer satisfaction and retention by effectively monitoring interactions and ensuring service quality. It saves time and effort through automated call analysis, reducing the need for manual review. The solution also identifies cost-saving opportunities and revenue generation strategies by uncovering insights for new products and cross-sell/up-sell possibilities. Additionally, it ensures agents adhere to scripts, improving service delivery and customer loyalty. By providing comprehensive business intelligence, SpeechLog AI Analytics enables organizations to develop revenue-increasing strategies and maintain a competitive edge.