Contact centre interaction surveyed by ReDat VoiceProcessor

Date: 22.07.2009 | Author: RETIA, a.s.

Reasons for implementing a pilot project - ReDat VoiceProcessor

• High demands on the quality of evaluated calls - quality management
• Recognition and correct classification of customer requests by operators/agents(CRM)
• Searching calls, in which agent is monologue
• Quick detection (reporting) of emotional „critical" calls on the side of a customer as well as an operator/agent
• Simple searching of critical calls by key words
• Better effectiveness and focusing on „important" calls

ReDat solution

ComGate CallExpert, s.r.o. prefers innovative solutions in all areas of its activities. Therefore, ComGate decided to implement a pilot project to test the options of a new unique tool - ReDat VoiceProcessor for voice analysis of all call is the ComGate contact centre.

To avoid any influence of the current system, we decided to install a new PC with ReDat Application Server. This server has connectivity to ReDat3 Recording Unit and enables to replicate and archive selected records to its local hard disc. Above this tool there is running ReDat VoiceProcessor, which analysis the selected group of calls. Large number or data that is generated is proceed and examined by various analysis tools. The results are presented in charts and tables.

Benefits of implemented system - ReDat Application Server, ReDat VoiceProcessor

• AUTOMATICALLY selects all records
• Complex results from 100% telephone records
• Detector of voice fluency
• Searching of voice overlapping (customer/operator) when disagree or arguing
• Searching calls, when an operator's monologue
• Emotion detector
• Identifies following emotions: low stress index, high stress index, indifference or unemotional interaction
• Intuitive web environment
• Quick work with records
• Secured access
• Central database and archive of records
• Recording by plans and rules
• Complex history of records and user's work
• Monitoring and live listening of telephone communication
• Tools for administration and complex supervision
• Generating reports for management
• Graphical and statistical outputs

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