LIVE SPEECH ANALYTICS. ProduCt information

F_O R Y O U R CO NTACT C E NT RE GERM AN ENGINEE_RIN G P r o d u C t i n f o r m at i o n

LIVE

SPEECH

ANALYTICS

ELSBETH VocalCoach (EVC)

ELSBETH is the first software solution offering fully

automated quality assurance and call optimization.

Innovative technology allows monitoring of ALL

calls, including the breakthrough ability to monitor

LIVE, in real-time, in addition to the evaluation of

call recordings.

EVC evaluates agent and customer speech to provide

real-time feedback to agents, team-leaders and

Quality Assurance teams (QA) about what is being

said in the call and how it is being said. EVC

monitors stress-levels, speech clarity and script

adherence, whilst the call is in progress.

EVC is user friendly, intuitive and easy to use,

requiring no programming knowledge or specialist

speech expertise. Clear metrics and graphical

statistics show agent and campaign performance

and flag problem calls for QA/evaluation in a 100 %

objective way. EVC supports English, German, Italian,

French, Spanish and Turkish - further languages can

be made available as an extension.

The “live feature” provides practical help to the agents in their day-to-day operations. If relevant information is given incorrectly or not at all, EVC informs the agent, for example if a contract length is a required phrase and is not told to the customer ELSBETH VocalCoach informs the agent immediately, the agent can then correct the mistake, making sure the call ends as a positive one. The benefit is increased efficiency and call quality as the time and personnel required for the subsequent processing of calls is significantly reduced. Real-time monitoring provides a vital resource with regards to compliance in customer communications. A final score evaluates the call in the overall context of the campaign or hotline.

ADVANTAGES AT A GLANCE

>Ensure script adherence or allow script deviation, whilst still being certain mandatory phrases are said >Be certain of compliance in ALL calls and flag those which must be manually evaluated

>Ensure key contract terms are explained correctly. indicate inappropriate language of agent or customer

QUALITY ASSURANCE

>the quality of entire campaigns can be evaluated objectively at the push of a button >identify agent training needs individually, allowing tailor-made coaching

>Encourage first-class conversations to increase customer satisfaction and loyalty

>Qa teams have the tool to identify which calls to evaluate, why to evaluate them and where in the call they should focus their attention. Efficiency gains of 50 % +

EFFICIENCY

> agents can ‘self-police’ their conversations, correcting their errors whilst the call is still in progress >Reduce cancellations by identifying, in real-time, those calls likely to fail after fulfillment

>Tailor coaching to agent weaknesses. Dynamically improve performance. Increase training efficiency >Results are delivered immediately, from the very first call. Scan 70 hours of recordings in under an hour

INVESTMENT SECURITY

>EVC is multilingual – available for most languages >the software is modular and provides open interfaces >typical roi of under 6 months

>Zero-risk pilots for proof of concept in your business

ELSBETH VocalCoach consists of four components with the evaluators being the main components for call evaluation.

> Core – providing the data for call evaluation > Analyzer – for comprehensive reporting capabilities > LiveClient – for real-time feedback

> Configurator – for user friendly variable settings

You are able to use EVC Configurator to define the characteristics that are to be checked for your campaign in an independent, simple and quick manner and to set evaluation criteria. Eight evaluators are available. EVC Analyzer can provide you with clear, graphical evaluations of these characteristics at the level of the call, agent or campaign in an instant. The real-time analysis of phone calls immediately shows your agents if relevant information has not been given or has been given incorrectly, which gives them the opportunity to make corrections before the call is over. The integrated management functionality enables the system to provide user-specific analyses. This allows agents to view their own statistics, while coaches and team leaders see the results in overall context.

EVALuATorS And THEir funCTionS on dAy-To-dAy

opErATionS

To ensure an objective call evaluation, the evaluator types are divided into two categories: hard evaluators (which are largely based on speech recognition) and soft evaluators (which assess the softer speech factors).

All soft evaluators can be operated in two different modes raw and rated. In “raw” mode, the calculated value is given without evaluating whether it is good or bad. The volume, for example, is indicated as high or low. This mode is suited to providing professional trainers with raw data to interpret or draw from conclusions. In “rated” mode, the results are evaluated. For example, the volume is rated as “good” or “bad”.

What is to be considered “good” or “bad” can be configured to suit individual needs.

ELSBETH VocalCoach

rEquirEd pHrASES

EVC allows you to determine if phrases and keywords that you have predefined were correctly mentioned during a call. Keywords mark the most important part of a phrase. They allow you to determine if important phrases were mentioned at all even if they were worded differently. By specifying required phrases and keywords, especially when contracts are being concluded or financial transactions are being conducted you can be reassured of compliance.

diALog pAirS

Dialog pairs consist of a phrase (e.g. “Are you over 18?”) and a predefined answer (e.g. “yes”/“no”). Generally, these are question-answer pairs. This feature checks the agent and customer channels of the call one after the other for the specified phrases. EVC also allows you to define a time frame in which the answer to the question must be given. Dialog Pairs allow you to ensure compliance when customers are required to give their consent.

good pHrASES & BAd pHrASES

By defining “good” and “bad” phrases, you can determine how many desired or undesired expressions your agents are using. This is especially useful when there is a specified “brand language” which agents are required to use or when

receiving customer complaints.

EVC records the number of Good Phrases & Bad Phrases used and calculates a score for the respective call using a statistical method.

CLAriTy

EVC is also able to assess the intelligibility of the agents by evaluating both the pronunciation of the phrases to be checked and the speaking rate. The agent-specific statistics that are based on these evaluations are ideally suited for use in training and for reviewing the effectiveness of coaching.

EVALuATorS

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CATEgory

This evaluator automatically categorizes calls based on the occurrence and proximity of predefined keywords and phrases. It may also be used as “next-best-offer” evaluator for automatically showing hints to agents in specific situations. VoLumE

This is used to evaluate the volume of the agent and/or customer. The feature distinguishes between times when there is talking and when there is no talking (and only background noise can be heard) and whether the talking is too loud or too soft.

Based on this, general information is displayed regarding the recording volume of the system and the positioning of the headset microphones. If the customer perceives the agent as “too loud” or “too soft”, the agent can see this immediately and adjust the microphone position of the headset accordingly.

STrESS LEVEL

This is used to evaluate the stress level of the agent and/or customer. A high stress level can indicate happiness, excitement or annoyance. A particularly low value can indicate calmness, boredom or tiredness. By default, a neutral stress level is considered “good”. The evaluator enables you to see how agents handle the moods of the customers. Additionally, it makes it possible to identify particularly “exciting” or “boring” conversations.

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Screenshot Analyzer Talk Details Screenshots Configurator

SpEECH rATio

This is used to evaluate the speech ratio between agent and customer. You can define a target ratio that will be considered “good” (e.g. 80% agent, 20% customer). The more the ratio in a call deviates from the target ratio, the lower the evaluation score will be. This evaluator is suited for finding calls where a deviation from the typical speech ratio was especially noticeable. This provides additional options for trainers to analyse why individual behaviours have different effects on the flow of the conversation.

CroSS TALk

This evaluates whether the call participants allow each other to finish speaking. If one call participant does not let the other finish speaking and cuts the person off instead, this produces a negative evaluation. The longer and more frequent the interruptions the lower the evaluation score. This evaluation can be utilised from the customer`s and/or the agent`s perspective (in other words, the system differentiates between who cuts off whom). This evaluator points out typical mistakes, such as “getting rid” of a customer by trying to say goodbye while the customer is still talking. Furthermore, the feature provides information about whether the customer frequently interrupts the agent, which indicates that the customer has already understood the topic or is not interested in general. SignAL quALiTy

Measures and evaluates the quality of the audio signal. Notifies, if the signal is noisy, jittered or clipped.

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EVALuATorS

ELSBETH product family

SaaS

ELSBETH predictivedialer (EPD) continuously provides call centre agents with genuine live calls. The intelligent dialling algorithm starts new calls in the background while the agent is still on a call. As soon as the agent becomes available, a new customer is connected to the agent. The market-leading answer machine detection allows you to at least double agent productivity in comparison to manual dialling. EPD is 100% Ofcom compliant as the variable limits provide compliance with all national and international regulatory rules. These can be set per campaign to allow for international campaigns. Preferred areas of application: all call and contact centres and market researchers with a focus on extensive outbound activities.

ELSBETH powerContact (EPC) is the user-friendly complete solution for the effective and efficient implementation and management of telephone campaigns. Its use of the internet is a standout feature that allows virtual teams from several locations to work together over the Internet. Together with the reporting function, a large number of on-demand scenarios are easy to implement. An extensive reporting system simplifies the detailed evaluation of individual campaigns. Preferred areas of application: Market research/polls, telesales, scheduling and calendar management.

ELSBETH VocalCoach (EVC) The unique software solution for fully automated quality assurance and call optimisation. ELSBETH VocalCoach (EVC) is capable of using phrases, keywords and dialog pairs to analyse recorded calls plus assessing speech clarity and intelligibility. With EPC and EPD, the analysis can take place live - the results can be displayed during the call itself. This is the beginning of a new era for contact centre service providers and in-house contact centres in the field of company-wide quality assurance. Preferred areas of application: Quality assurance and optimisation for campaigns, agent coaching, documentation of business transactions.

With ELSBETH onDemand, IT Sonix offers you its market-leading communication solutions on demand via its own onDemand platform. We operate our own servers at several sites. ELSBETH PowerContact, ELSBETH PredictiveDialer and ELSBETH Voice & Data Recorder can be preconfigured to meet your demands. Setup usually takes place within 72 hours. Usage can be invoiced by the minute or as a flat monthly rate.