SpeechCycle’s Business Intelligence Portal presents a wealth of statistical data, valuable for evaluating performance and as a resource for gathering actionable market intelligence. SpeechCycle’s ability to identify symptoms, questions and problems to an extremely specific level of detail result in data that cannot be found elsewhere. For example, Customer Care managers will know if a specific modem is responsible for an inordinate number of calls, or if a marketing program has created confusion for subscribers. Other examples include:
- The percentage of calls that are being completely resolved without agent assistance
- Where partially automated calls are saving agent handle time
- Identifies which devices (routers, DVD players, etc.) are creating service impacting problems
- How many callers are calling back for the same reason
- How callers feel about working with an Automated Agent
A variety of file export functions for custom reports are provided such a Microsoft Excel and Word, etc.
