Call Center Analytics | Call Center Analysis Mining | Speech Mining

Activ! Discover™, powered by SER, is VPI’s award-winning call center analysis mining solution that derives actionable intelligence from live and recorded calls, providing valuable insights for performance optimization. With Activ! Discover™, you can increase agent effectiveness, reduce costs, and improve service levels by automatically analyzing words and phrases in customer interactions that have been matched against individual and team key performance indicators (KPIs) in real- or near real-time.

Gain insight into your communications with several standard reports.Click Here to view a larger screen image.

Through focused quality monitoring and improved understanding of both competitive situations and the underlying reasons for customer calls, this powerful solution enables contact centers to minimize risk, ensure compliance, and maximize the value of their customer interactions.

Your Powerful and Agile Call Center Analysis Mining Solution

Quickly and accurately identify important business trends, customer insights, revenue opportunities and competitive situations – increase the value of every customer interaction by automatically analyzing and categorizing audio in up to 100 percent of your calls.
Dramatically decrease your quality monitoring costs with focused, high-precision quality management – automatically locate, replay, and review calls of greatest significance to your business objectives and those that require management attention and follow-up, such as outstanding or problematic agents, calls, or customers.
Enhance the customer experience and reduce attrition – easily and enforce custom quality rules and profiles based on KPIs, associated words, phrases, and objective rules.
Significantly improve agent performance and reduce risk – monitor and report on agent scripts, regulatory and call flow adherence, attitudes, and accuracy. Automatically zero-in on problematic calls in near-real time to identify potentially serious and costly issues and/or a need for specific training.
Mine calls for required or forbidden words and phrases for any marketing, quality control, compliance, or general interest reasons.
Maximize the investment in your call recording system.

Automaically analyze calls to determine if calls were properly handled.
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