Commonly used Speech Analytics technology accurately recognizes only around 60% of spoken words. The rest is “noise”. So much noise causes Speech Analytics to be unreliable at best. Explore this slideshare and get a comprehensive view of what every Interaction Analytics solution should provide, including the unmatched ability to: Quickly filter through all conversations Automatically discover emerging trends Proactively categorize all interactions

1. ©
2014,
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Laboratories,
Inc.
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rights
reserved.
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Cancel
Out
the
Noise!
Three
Capabili5es
Every
Speech
and
Text
Analy5cs
Solu5on
Should
Offer
• an
eBook
from
Genesys

2. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
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What
is
Interac5on
Analy5cs?
Interac5on
Analy5cs
is
the
process
of
analyzing
recorded
calls
to
gather
informa5on,
bringing
structure
to
customer
interac5ons
and
exposing
informa5on
buried
in
customer
contact
center
interac5ons
with
an
enterprise.

3. ©
2014,
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Laboratories,
Inc.
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rights
reserved.
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The
Problem
with
Tradi5onal
Solu5ons
Many
Interac5on
Analy5cs
solu5ons
lack
the
required
accuracy
to
turn
speech
and
text
analy5cs
into
real
ac5on.
The
technology
for
extrac5ng
meaning
from
conversa5ons
is
inadequate
and
creates
excessive
“noise”.
Most
analy5cs
solu5ons
can
only
process
a
small
sample
of
your
interac5ons
when
tuned
to
be
mildly
accurate.
Commonly
used
analy5cs
are
not
accurate
enough
as
they
only
u5lize
speech-­‐to-­‐text
or
phone5c
conversion
methods.
Tradi5onal
analy5cs
lack
integra5on
with
Interac5on
Rou5ng
and
do
not
trigger
workflows
automa5cally.
1
2
3

4. ©
2014,
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reserved.
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Why
Do
You
need
Interac5on
Analy5cs?
Understanding
what
your
customers
say
and
how
your
employees
reply
can
be
an
invaluable
source
of
informa5on.
Accurate
Interac5on
Analy5cs
can
tell
you
what
causes
customer
disloyalty,
why
you
miss
out
on
sales
opportuni5es
and
what
coaching
your
employees
need
most.
The
same
can
be
revealed
to
increase
produc5vity
and
improve
the
customer
experience—Interac5on
Analy5cs
provides
insight
into
what
is
or
is
not
working.

5. ©
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3
Key
Capabili5es
A
comprehensive
Interac5on
Analy5cs
solu5on
provides
three
key
capabili5es
to
completely
understand
conversa5ons.
Filter
through
all
conversa5ons
Discover
emerging
trends
Categorize
all
interac5ons

6. ©
2014,
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Laboratories,
Inc.
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Filter
Through
All
Conversa5ons
A
search
capability
should
enable
you
to
filter
through
your
inventory
of
recorded
conversa5ons.
Search
can
quickly
find
conversa5ons
that
contain
the
words
“dissa5sfied”
or
“cancel
my
contract”,
for
example.
The
more
accurate
and
comprehensive
the
Interac5on
Analy5cs
solu5on
is,
the
beYer
the
search
results
will
be.

7. ©
2014,
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Discover
Emerging
Trends
The
discover
func5on
should
automa5cally
uncover
emerging
trends
within
conversa5ons
which
your
organiza5on
might
not
have
been
aware
of.
Discovery
analy5cs
can
quickly
reveal
unexpected
problems
or
emerging
opportuni5es
early
so
your
team
can
take
proac5ve
ac5on
before
problems
turn
into
disasters.

8. ©
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Categorize
All
Interac5ons
Understanding
why
your
customers
contact
your
organiza5on
will
help
to
determine
key
skill
sets
your
employees
need.
When
correlated
with
sta5s5cs
such
as
First
Contact
Resolu5on,
Handle
Time
or
Net
Promoter
Score,
you
can
effec5vely
determine
which
areas
you
need
to
focus
on
to
improve
workforce
efficiency
and
enhance
the
customer
experience.

9. ©
2014,
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Limita5ons
of
Phone5c
Indexing
Phone5c
engines
convert
speech
into
phonemes,
which
are
the
smallest
unit
of
language.
The
phonemes
are
then
indexed
and
a
search
engine
aYempts
to
spot
combina5ons
of
phonemes
which
form
keywords.
This
can
be
a
good
solu5on
for
searching
for
rare
occurrences
within
large
volumes
of
audio.
However,
phonemes
by
themselves
are
meaningless.
This
means
you
cannot
re-­‐create
meaning
and
context,
cannot
accurately
categorize
interac5ons
and
cannot
automa5cally
discover
emerging
trends.

10. ©
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Limita5ons
of
Speech-­‐to-­‐Text
Transcrip5on
Transcrip5on
enables
search
and
is
required
for
automa5c
discovery.
However,
to
get
true
ac5onable
insights
from
your
Interac5on
Analy5cs
solu5on,
a
more
sophis5cated
and
robust
solu5on
is
required.
Speech-­‐to-­‐text
transcrip5on
alone
is
insufficient.
Commonly
used
speech-­‐to-­‐text
technology
only
accurately
transcribes
around
60%
of
spoken
words.
The
rest
is
“noise”.
So
much
noise
causes
categoriza5on
to
be
unreliable
at
best.
Furthermore,
many
vendors
are
only
capable
of
transcribing
25%
of
interac5ons,
which
greatly
cripples
search
and
discovery
capabili5es!

11. ©
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Turning
Analy5cs
into
Ac5on
Speech-­‐to-­‐Phrase
Recogni5on™
directly
recognizes
en5re
phrases
within
conversa5ons
without
first
conver5ng
speech
into
text
or
phonemes.
Speech-­‐to-­‐Phrase
provides
far
greater
accuracy
and
completeness
than
conversion
methods.
When
applied
to
all
customer
conversa5ons,
automated
workflows
can
be
triggered
to
flag
a
compliance
breach
or
invoke
a
customer
reten5on
event.
It
turns
Analy5cs
into
real
Ac5on.

12. ©
2014,
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Laboratories,
Inc.
All
rights
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Which
Vendors
Offer
Which
Capabili5es?
Capability
Nice
Verint
Aspect
Genesys
Speech-­‐to-­‐Text
Transcrip5on
of
100%
of
Calls
Unified
Analy5cs
Across
All
Channels
of
Contact
Speech-­‐to-­‐Phrase
Recogni5on
Ac5onable
Analy5cs
Control
Interac5on
Rou5ng
based
on
Analy5cs

13. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
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Join
The
Noise-­‐Canceling
Movement!
“Speech
analy5cs
enables
HRRG
to
measure
and
monitor
agent
performance
on
every
call,
in
exactly
the
same
way
for
each
agent,
which
was
impossible
for
us
to
do
previously
using
tradi5onal
methods.”
DAVID
FRIEDLANDER,
PRESIDENT,
HRRG
“Before
implemen5ng
Speech
Analy5cs,
our
contact
center
quality
monitoring
and
analysis
systems
and
processes
were
good
at
telling
us
when
on
our
FCR
rate
(and
other
KPIs)
needed
to
get
beYer,
but
they
weren’t
very
helpful
in
discovering
how
we
could
improve
our
performance.
Our
exis5ng
analysis
processes
and
systems
were
simply
unable
to
analyze
enough
of
our
calls
in
enough
detail
to
discover
macro-­‐level
issues
in
a
reliable
way.”
PAMELA
COOK,
QUALITY
COACH,
CERIDIAN
Click
the
Logos
to
Read
the
Complete
Case
Study!

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