The use of voice and video analysis tools is leading companies to better understand their customers and employees.
There is an application that identifies more than 120 characteristics of the human voice.
According to market and technology analyst firm Gartner, real-time visual communications can provide a richer and more personalized experience in some vertical markets, such as financial services, telecommunications and healthcare 1 .
Clearly, contact centers that operate for these segments and use video technology allow organizations to expand their geographic reach and increase agent availability, without having to hire more employees to fulfill customer service.
Today there are digital recording solutions, which have the capacity to extract relevant information, from the audio and video collection of each interaction that takes place with clients or employees, allowing companies to improve their business based on the effectiveness of the recording. , storage, analysis, evaluation and management of voice, data, display and video communications.
In the case of contact centers, for example in banking institutions or any company dedicated to offering telecommunications services, these applications help to identify the cause of problems in telephone calls, improving the offer to customers in real time, analyzing the context of the same, optimizing the processes of interactions in less time and offering effective responses to customers to reduce operating expenses.
With regard to the analysis of images recorded on video, analytical software solutions allow to have knowledge of everything that happens in a specific area that may be of critical interest to the business.
In this way, quality monitoring is applied to sound and visual recordings, allowing organizations to understand with greater certainty not only what was said during a customer interaction, but also what was implicit through language. agent and client body.
These visual signals can help companies to discern promptly about the satisfaction or dissatisfaction of the client with respect to a certain interaction or transaction carried out.
One of the main virtues of this type of application, for example, is its ability to register more than 120 different characteristics of the caller’s voice 3 . Some are physical: the length and thickness of the caller’s vocal cords, lung size, and sinus shape. While other traits are personal, such as tone, level and rhythm of voice, to name a few.
These tools represent an innovative way of interpreting customer needs, which can contribute to making more precise decisions that favor the company-customer relationship, for the benefit of both.
A prominent player in the Contact Center market, which includes audio and video in its solutions, is NICE Systems 2 It is a company of Israeli origin specialized in technological solutions for contact centers, protection and public security sectors, as well as crime financiers, which in 2012 opened its first office in our country.
