Listening Methods Sound Analytics™ Solution

Listening Methods’ Patent-Pending Technology – Pattern-based Sound Analysis

The Listening Methods solution starts by recording tens of thousands of complete end to end calls a day including callers interactions with multiple IVR systems and the agent conversations.  This VOIP component of the solution is a carrier-grade platform, thus providing high availability and reliability to support the need for continuous analytics.

The unique core of the Sound Analytics software is the Sound Analysis Server technology. This software searches the recorded calls for specified audio search terms using our unique pattern-based audio search technology (patent-pending). Since this technology is not bound by the constraints of voice recognition, it is able to process voice self service and other call events for tens of thousands of calls a day using an efficient server footprint. It is also able to capture very close to 100% of all the machine generated audio events (prompts) independent of system and language, even in a single call.

The resulting call event data is then interpreted to reveal callers' interactions with voice self service paths, DTMF and interpreted voice responses to prompts, transfers to queues and conversations with agents.  The database holding these interpreted events is designed to efficiently support queries from the Sound Analytics Dashboards across very large data sets.

What Business Users and Analysts  Achieve with Sound Analytics

Listening Methods' all-inclusive SaaS service and its supporting appliance provides everything a customer needs to:

• Create a baseline of voice self service performance, including comparisons of various groups (retail, business, etc)
• Identify the call containment productivity that is being “left at the table”
• Reveal and rank issues with caller interactions, quantifying each issue's impact on resulting agent costs and effect on customer experience
• Track whether upgrades and changes are achieving their design goals
• Support an environment focused on a continuous cycle of improvement for the end to end call 
• Provide a high ROI by simplifying access to insights and consolidating multiple analytics tools into a single managed solution

Listening Methods' Sound Analytics is a truly unique approach to improving customer experience and call containment. The result is a fully managed SaaS solution that provides all the business value needed in an IVR analytics solution.

High Level Characteristics of Sound Analytics

Our solution design provides: 

• A simple installation of only a day or two
• No integration with any IT systems
• All implementation and on-going support under the SaaS approach
• Independence from all voice self service systems used in each end-to-end call path
• High performance, processing tens of thousands of calls a day with a small server footprint
• Language independence - all languages are supported.
• Capture of almost 100% of all machine-generated prompts (IVR, ACD, etc) and responses
• Lower Total Cost of Ownership and higher ROI than current market solutions
• Ability for analysts to select the calls they wish to analyze via rich call query tools
• Ability for analysts to listen to calls and navigate via bookmarks in each call

No other solution on the market uses such unique technology, and no other solution provides the simple, easy-to-use path to business goals.