How Cloud and Speech Technology are Changing Call Center Analytics for the Better

Posted by Natalie Chilton on May 22, 2017 12:57:16 PM

Call Center Analytics


Transforming Call Center Analytics

The disruption of traditional telecom services is nothing new. 

The rise of voice over IP (VoIP) providers dealt a staggering blow to conventional telephone market models and calling rates.Shortly after, Skype pioneered P2P technology that largely got rid of consumer per-minute billing altogether. These new modes of cloud communication have revolutionized how we communicate on both the consumer and business level. Now, software companies are looking to utilize the popularization of cloud services to improve contact center analytics as well.


One of the newest and biggest names in call center solutions is Amazon Web Services. The cloud service giant recently launched Amazon Connect, a call center software that integrates with their cloud service to provide a seamless agent experience and actionable insights into the analytics of the customer experience. Amazon Connect and other contact center solutions such as Twilio and Salesforce have begun to find success in disrupting their costly traditional call center solution counterparts through the use of interconnected cloud-based services.


Just exactly how are these cloud and speech services changing call center analytics for the better? Below are just a few dimensions of call centers that will improve as a result of cloud technology.



Score all of your calls.

At one point or another, everyone has been on hold on a customer service line and heard the message “This call may be monitored for quality-assurance purposes.” With traditional call center analytics, these conversations would typically be scored manually by a human, which is highly inefficient— only about five percent of calls will be screened. Now, with the implementation of cloud-based speech transcription and analytics, a call center can automate call scoring analysis, ensuring that data is collected from 100 percent of calls.


Do it faster and cheaper.

Computers are 60-times faster at listening to calls and cost 10-times less to operate. Cloud technology allows a call center to collect phone conversation data in near-real time, whereas a human has to manually transcribe and analyze phone call data. The time saved screening these calls will save you a heap of money in the long run and greatly increase your ROI.


Deliver consistent results.

Not only are humans slower at processing data than computers, we also are inherently flawed in our judgment of situations. When two different people listen back on a customer service or sales call, one might deem a response from an agent as appropriate, while the other might think that the agent was coming off as impolite or even rude. The only difference is in the two individuals’ opinions. A computer analyzation of these calls departs from any bias in judgment and will provide you with more consistent results.


Interconnect your data.

Gone are the days of being put on hold so that the agent can transfer the caller to someone who might be able to answer their question better. Under a traditional call center model, information is typically siloed and, as a result, a customer service agent’s knowledge can be extremely limited. A web-based solution allows for interdepartmental collaboration and places informational tools at the agents’ disposal, allowing them to more quickly and accurately assess situations and provide solutions. Additionally, cloud services update in real time, so there is little-to-no downtime in operations, leading to higher customer satisfaction.



Take Advantage of Cloud Technology

The combination of cloud and speech recognition technology has made it easier than ever to pull valuable data out of your sales and customer service calls in a fraction of the time and cost of traditional call center practices. Visit our website today for more information.

Visit VoiceBase


Topics: call center, Call Center Analytics, call analytics

Written by Natalie Chilton

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 



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PDS Case Study Speech Analytics for Call Management

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