ReDat with unique voice analysis software
Prague, 29 September 2008 - Which one of the operators at call or contact/dispatch centres causes more losses than gains? Which benefit or encouragement do customers react positively? On other hand which impulse always makes customers angry? The answers for these or very similar questions can be provided by ReDat VoiceProcessor - latest innovation by RETIA a.s. Such wholly unique software, which was developed together with university specialists can evaluate and classify call by help of speech analysis tools. „ReDat VoiceProcessor is the most sophisticated tool for call and dispatch/contact centres which can conduct deep analysis," says Jiří Kristek, member of the board, RETIA a.s. and head of section ReDat. System is so advanced that even simulated emotions are revealed.
On its development cooperated both RETIA employees and University experts. ReDat VoiceProcessor is a module which functionally supplement ReDat Application Server. „Practically, every contact centre disposes of database of records, but only a few of them are able to make deep analysis of call records and take the most of valuable information from them. However without such analysis the customer gains very misunderstanding view about callers' reactions, agents, whole campaign process or even trends in contact centre development. Until this time records were selected randomly or in accordance with a clue set by the supervisors," describes questions Jiří Kristek. It was always just a mere fragment of realized phone calls. „The fundamental difference is that ReDat VoiceProcessor can evaluate every phone call, file it into the characteristic group and present given rating. It streamlines activities and efforts of the supervisors and contact centres can measure realized campaign in accordance with set standards which beyond hard skills includes also so called soft skills. Impact of telephonic campaigns does not need to be measured only secondarily - from realized sales, but it can be also derived from behaviour and speech of called respondents," says Mr. Kristek, who further points out that "VoiceProcessor can even recognize simulated emotions from genuine ones".
„ReDat VoiceProcessor can really recognise a lot. From the whole scale of emotional parameters, age or sex of spokesman, language, hesitancy and quickness of reactions to unexpected impulses, to observance of the call scripts or detection of vulgarisms," explains Mr. Kristek. Thanks to ReDat VoiceProcessor, which takes into consideration all phone calls, are activities of the supervisors more effective. With its help it is possible to identify possible agents´disadvantages and suggest appropriate made-to-measure training. Last but not least it measures affectivity of individual campaigns and creates reports.
New ReDat VoiceProcessor is suitable for usage not only in contact centres but also can be applied within the environment of security forces and integrated rescue system.
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