enhance customer interactions to deliver business improvements

Interaction Analytics applications from SVL Business Solutions applies structure to the unstructured data of customer contacts enabling contact centres to extract insights from telephone calls, emails, social media, web and online chat sessions to enhance customer interactions and deliver business improvements..

Industry leading vendors

Working with industry leading vendors, SVL brings unparalleled experience in deploying the right technology with the right processes to deliver the required business objectives.

SVL analytics solutions can leverage LVCSR (speech to text transcription), Neural Phonetic Indexing or a combination of both combined with powerful data analysis and reporting capabilities.

Automated Speech Transcription

As part of our offering, we can provide an Automated Speech Transcription service which enhances the ability of client contact centres to locate and replay recordings for dispute resolution, compliance and quality management applications.  Our business clients will enjoy a cost effective application which deploys and generates text transcripts that can be reviewed many times faster than traditional manual methods.

 

Using speech analytics to protect Vunerable Customers

There is increased pressure on organisations to improve their level of care for vulnerable customers from regulators. OfGen/FCA are increasingly monitoring compliance across the sector.

Over half of UK adults (25.6 million people) show one or more characteristics of potential vulnerability, and contact centres face the problem of reputational damage, increased anxiety amongst front-line staff and huge fines for regulators, if they do not recognise and treat vulnerable customers with care.

As only a small number of calls are ever monitored for quality purposes, how can contact centres get ahead of this seeming inevitable problem?

We have a speech analytics package that will not only red flag interactions with potentially vulnerable people but by using new “Sentiment Analytics” will seek conversations where a customer may exhibit concerning behaviour and allow for a follow-up.

Speech Analytics for Vulnerable Customers

Content Analytics

Our clients can add a Content Analytics application to provide additional insight to support improvements in operational efficiency, risk management and revenue generation. It identifies the most important and useful interactions using automatic classification and categorisation, emotion-detection, keyword and phrase spotting.

  • Unlimited search terms
  • Key-phrase tagging
  • Standardised KPI’s
  • Custom metrics
  • QM integration
  • Compliance
  • Risk management
  • Real-time processing

Legacy Data

Migrate your legacy data into one safe, secure and supported environment in a cost effective manner.

What SVL offer is a cost-effective, straight-forward solution that will resolve all your legacy date issues.

Using automation, we can migrate all your legacy data (data/recordings/files) to one single system that is still held in your environment.

We can then transcribe all your calls, converting speech-to-text, and then use meta-data to search for any sensitive information you may require, or wish to redact.

All this information is then placed in a ‘live’platform, in your environment or in the cloud, Full protected and, vitally, easily searchable

Legacy Data product

Analytics Consultancy

Our Interactions Consultancy Team can be retained for any length of time to partner with businesses and run its analytics programmes alongside client teams. The Consultancy team can be engaged as little or as much as a business needs. Companies who take advantage of the Consultancy Services’ knowledge, expertise, and cost effectiveness enjoy speedy results, lower costs, and a faster return on investment than companies who choose to implement and run interaction analytics on their own

Talk to us

We are here to help you with any enquiries you may have. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL will be your trusted partner. Please fill out this form. or give us a call on 01355 900000 and we will be delighted to help you.