Everyone is familiar with the internal demands to identify and quantify IVR self-service opportunities to drive increased call containment, reduce agent headcount, and improve customer satisfaction. This is generally a delicate balancing act that requires a team of internal resources, third party consultants and various systems requiring complex integrations.
Our Sound Analytics™ solution is installed in just two days and automatically uncovers IVR self-service opportunities with actionable information that empowers measurable improvements in as little as 30 days – improvements that answer the demand for increased customer satisfaction and reduced operational expenses.
Our unique self-contained analytics software quickly establishes a baseline of IVR self-service performance. It automatically identifies and quantifies issues, ranking them by their cost impact to the business and effect on customer experience. This detailed intelligence enables you to target the most critical issues first to deliver fast, high-value improvements.
Focus your team on resolving issues not finding them!
Imagine a single solution focused on the performance of your voice self service and the end-to-end call. Now imagine that single solution with no required integration to internal data bases, log files or costly speech recognition systems, analyzing tens of thousands of calls a day. Our focus is on delivering high value actionable information with a low Total Cost of Ownership.
Our solution is completely language independent, platform agnostic and will follow a call through to the agent conversation regardless of how many platforms or applications it encounters.
We are confident that you will find that the Sound Analytics Foundation is the best, easiest, most cost effective way to address issues in your Voice Self Service available in the market today.
Empowering a Continuous Cycle of Improvement
Our approach delivers unparalleled results in a shorter time frame than any other self-service analytics solution. The solution doesn’t stop with improved customer service and lower costs – it supports a continuous cycle of improvement to maintain call containment and monitor customer experience.
Listening Methods Sound Analytics incorporates the basic DMADV principal of Six Sigma in our approach to improving your Voice Self Service. We process and analyze thousands of calls, 365 days a year, providing continuous insight into the overall performance of your systems. This continuous insight allows us to credibly help define how you expect your solution to perform, measure its actual performance against goals, analyze the root cause of issues preventing you from meeting those goals, design a cost justified resolution and verify the results of changes you make to your systems.
Additionally, this approach allows you to track trends in performance, identify all issues impacting voice self service and prioritize which deserve your immediate attention.
Find all the issues not just a select few!
With results provided in near real time, we believe this to be the first truly proactive approach to Continuous Improvement of your voice self service environment.
