speech analytics roi
Understanding the intelligence trapped inside customer conversations leads to opportunities for cost reductions and improved efficiencies, improved collections and delinquency performance, increased sales and improved marketing effectiveness, among many other benefits.

Achieving a return on investment (roi) can sometimes be elusive. Not so with speech analytics. With CallMiner Eureka, enterprises earn significant value from day one. Eureka quickly identifies ways to improve and implement changes that have immediate top and bottom line impact.
Of course, customers are an organizations most valuable asset, and achieving and maintaining high customer  satisfaction scores is integral to success. However, today organizations are focused on the bottom line:  streamline costs and increase revenues.  Do more on less.  More bang for the buck. Eureka speech analytics can immediately help your organization achieve these goals.
operational efficiencies :: reduce overall contact center costs
  • reduce call volume
    • increase self service (channel diversion)
    • improve first call resolution (FCR)
    • optimize workforce management
  • reduce average handle time (AHT)
  • automate call categorization
  • reduce wrap time
  • identify cause for long calls
collections & deliquency prediction: increase performance
  • reduce liability risk
  • identify high risk calls
  • ensure agent procedural compliance
  • increase successful collections
  • predict default potential
incease sales :: increase revenue
  • track offers made, accepted and rejected
  • identify cause for offer acceptance/rejection
  • increase upsell attempts
  • increase cross-sell attempts
  • increase sales leads
  • manage lost opportunities
marketing effectiveness :: increase market share
  • measure marketing campaign effectiveness
  • measure brand awareness
  • identify competitive promoti ons/campaigns
  • identify customer preferences
  • increase customer loyalty
  • track competitor mentions
agent productivity :: decrease costs and increase revenue
  • track positive or negative performance
  • ensure agent procedural compliance
  • automatically score agent performance
  • optimize quality monitoring efforts
  • identify agents that need monitoring/training
  • improve sampling for call monitoring
  • identify process issues and knowledge gaps
  • increase agent retention and life span
ss
increase customer satisfaction :: improve customer experience
  • identify areas/cause of decreased satisfaction
  • increase customer retention
  • increase first call resolution (FCR)
  • improve agent understandability
  • optimize call handle time
  • improve agent knowledge and behavior
increase customer retention :: reduce customer churn
  • identify customers at risk
  • save customers at risk
  • identify and counteract causes of churn
  • correlate churn with competitors and
    products
ensure procedural compliance :: reduce risk
  • identify high risk or “hot” calls
  • ensure agent procedural adherence
  • reduce liability risk
earn customer excellence awards :: increase overall customer satisfaction
  • increase brand value and trust
  • increase customer retention and acquisition
  • improve competitive positioning
  • increase customer loyality