Engage Analyze
Engage Analyze provides advanced, phoneme-based speech analytics that lets organizations “knowledge mine” their call recording content to tap valuable business intelligence. With Engage Analyze organizations can improve efficiency, increase compliance, and gain a competitive advantage in today’s marketplace.
Engage Analyze indexes and searches for words and phrases buried in recorded calls using patented Phonetic Search and Recognition technology. Compared to older, less efficient speech-to-text approaches, phonetic speech search is incredibly fast and isn’t constrained by finite, constantly out of date dictionary and grammar models. Now it’s easy to accurately spot new competitors, product names, slang, and other ever-changing terms.
Phonetic search technology also makes Engage Analyze fast — much faster than speech-to-text systems. Pre-processing or indexing of content is typically 60-801 times faster than real time, more than an order of magnitude faster than older, competing technologies. Subsequent word or phrase searches are incredibly quick, averaging over 30,000* times faster than real time and reaching rates up to 80,000* times faster.
Engage Analyze integrates with Engage Record, adding powerfully easy, rules-based word and phrase searching, with user-specified confidence, to Engage Record’s already extensive call-based search criteria. Engage Analyze makes it possible to quickly and accurately recognize business trends over thousands of hours of customer calls.
Tight integration with Engage Record
Automatically indexes 100% of recorded calls directly from Engage Record. Intuitive interface makes it simple to configure and use.
Multi-level, logic-driven word and phrase searching
Easily configured, savable search pack query files allow searching on multiple discrete words or phrases with Boolean operators and user-specified confidence thresholds. Libraries of saved search packs can be readily built to streamline specific processes.
Integrated search target identification and playback
Player pane graphically shows each color-coded word or phrase occurrence with corresponding confidence level indication. Double-clicking an occurrence positions the playback head for easy review.
Index once, analyze many times
After a call’s initial automatic indexing, new search packs can be run on the file at any time, at speeds between 30,000 and 80,000 faster than real time.* Now it’s incredibly quick and simple to find new terms, answer new questions, or gain new insights.
*processor dependent
Freedom from dependence on outdated dictionaries
Phonetic search technology uses the universal audio components of speech to rapidly locate new terms and phrases without requiring constant updates to dictionary and grammar models.
Benefits
- Enhance service quality monitoring and determine call handling effectiveness
- Gain deeper insight into all agent/customer interaction
- Evaluate agent performance and identify training needs
- Determine agent adherence to scripts and processes
- Help ensure regulatory and corporate standards compliance
- Track competitor mentions, sales objections, & customer response
- Easily pinpoint calls for further quality assurance evaluation with either Engage Score or Engage Coach
* Processor dependent