Features not only for contact centres

Key features

• Complex emotion analysis of agent's and customer's interaction
• Detector of voice fluency (response rate, hesitation)
• Word spotting
• Call flow
• Voice activity detector
• Detection of monologues  
• Graphic outputs of speech analysis
• Generates reports for management

Use

Any contact centres, which monitor the interaction between agents and customers, may utilize automated speech analysis. Problem calls are sorted into groups according to the user definitions and further processed by supervisors. Based on the results you can define training and couching of agents. Furthermore ReDat VoiceProcessor can be used for monitoring business campaigns. All results are regularly reported to contact centre management for futher processing. ReDat VoiceProcessor application is accessed remotely via web browser to view the current situation of speech processing. The access to the system and work with it is strictly controlled by system of  access rights.

ReDat system integration

ReDat Application Server replicates and archives records from ReDat recording devices and creates a centralized recordings depository. ReDat VoiceProcessor module works with all data in recording archives and is integrated into ReDat Application Server environment. Running ReDat VoiceProcessor module is after the initial configuration automatically and completely independent on the user. ReDat VoiceProcessor modules then work with the pre-defined archive of records and the results are added to the new database tables. Speech analyses are calculated only once for pre-defined set of words. In case it is necessary to search a new word, which is not included in the list of pre-defined words, then a new word has to be added in the list in writing. After that it is possible to run analysis any times (no limits) even on records made in past. The filter setting will allow to the user to run analysis just above requested records.

References

• Vodafone CZ, a.s., mobile provider
• D.A.S. pojišťovna právní ochrany, a.s., insurance company
• ComGate CallExpert, s.r.o., contact centre 
• Fire and rescue service of Hradec Králové region

ReDat API features

• Direct playback of records from CRM system by pressing the button
• Displaying a list of records and listening of records from the CRM  
• Sending events about the line status, about new records and changes in the database of records via TCP communication or UDP packets in real-time

Key features

• ReDat API module is an open architecture, which can be improved according to customer's requirements
• Selecting protocols for receiving API events (TCP/UDP)
• Documentation with example implementation
• You can add the data contained in the events according to customer's requirements

Key features

• Quick work with Microsoft Dynamics CRM
• Simplifying work of CRM users, eliminating errors in the user registration
• ReDat records are shown in CRM environment
• CRM data are shown in database of records of ReDat Application Server
• CRM activities are shown in ReDat Application Server

The forms are modified to specific type of calls or customers and consist of customizable questions and answers. The evaluators can select adequate answers to questions, which are submitted automatically. The final evaluation database consists of hundreds of scored answers, which are automatically summed.

Key features

• accelerating the work of the evaluator
• automatically saves the evaluation results
• calibration mode of evaluation (evaluators´ training)
• automatic exports of the evaluation results
• open format of the evaluation forms, the customers have an option to create their own forms

Typical implementation: Contact centres

Nowadays every contact centre uses evaluation tools, which enable monitoring of agents and thus keep the best customer service quality. ReDat evaluation applications are widely applied as the only one SW evaluation tool. ReDat QualityChart often replaces common SW applications and integrates the evaluation tools into ReDat Application Server (including the database).

Other benefits

• integration with ReDat Application Server GUI
• full automatization of performing evaluation - selection of records, submitting for evaluation
• various display modes of the evaluation database (detail, summary, calibration) according to the needs of users
• possibility of forwarding evaluation results directly to an agents in pdf format
• tools for a reconsideration of bad rating
• ReDat VoiceProcessor implementation as a condition for automatic evaluation selections
• statistics of existing evaluations in the database of ReDat Application Server
• access to evaluation functions and results according to user rights of ReDat Application Server

References

Contact centres: E.ON, Grisoft, Mediatel, České Radiokomunikace, TeamTrackers, ČMSS, Euphony etc.

If you wish to have a complete view of your contact centre and better know your agents´ skills, ReDat ScreenRecording is the right solution. Screen recording, combined with call recording, allows supervisors to point out the agents´ strengths or weakness and serves for further improvement of their work. You can use this tool while training your staff or point out some incurred problems.  

Key features

• Supervision - sophisticated tools allow the supervisor to control agents´ work better than if standing behind his back
• Agents´ evaluation - screen recording along with call records create the entire basis for the agents´ evaluation
• Elimination of faults - it reveals the agent's skills and ability to use contact centre applications or CRM 
• Application optimisation - it reveals whether the control over the application satisfies to agents´ system of work
• Reduce costs of contact centre - the control of agents´ work reduces the length of telephone calls, increases the work efficiency, enhances the quality of services and therefore enlarges the volume of customer's satisfaction 

References

contact centres E.ON, RWE Customer services, Synot W, dispatch centre of Prague Public Transit

ReDat SmartConnector features

• Transfer of existing records into ReDat Recording System
• Complex database and audio files are accessible in one ReDat system environment.
• Active cooperation with an existing recording system
• Data originated in different recording system are immediately accessible and ready for use in ReDat application
• Allows processing and evaluating records from different system through ReDat applications
• ReDat VoiceProcessor processes voice analysis over transferred records

Typical implementation

ReDat SmartConnector is provided to customers who:

• want to replace existing recording system from different producers to ReDat, while wishing to retain old records
• want to keep existing recording system and want to use features of ReDat Application Server;
• require a uniform environment for all types of recording system operated even in different localities

References

Trading room of Komerční banka, a.s., Société Générale Group, Prague