Speech Analytics in Real Time

Interaction Analyzer is a cost effective solution that puts intelligent real time speech analytics within the reach of any contact center or enterprise. The Interaction Analyzer application is built as part of the Interactive Intelligence Customer Interaction Center® (CIC) all-in-one suite of products, which makes it quick and easy to deploy by leveraging the CIC architecture.

Key Features:

  • Define lists of keywords with alternate spellings and scores
  • Associate keyword lists with one or more inbound/outbound queues
  • Get immediate, accurate detection with channel separation (agent vs. customer)
  • Support multiple languages concurrently
  • Spotability™ guidance and threshold control

Key Benefits:

  • Overcome the high cost of existing speech analytics solutions by leveraging the existing architecture of the CIC all-in-one platform. There are no new tools to learn, no applications to install, or no servers to deploy. Simply turn on the Interaction Analyzer licenses.
  • Improve the efficiency and effectiveness of the contact center supervisory role by highlighting those interactions and agents in real-time that need attention, and limit negative impact on customer service.
  • Identify trends more easily by using the speech analytics data, stored with recorded calls, to assist with agent or process improvements.

See More Contact Center Solutions

Featured Case Study

Efficient for Clients and Agents, Exceptional Customer Experience Management

Netgain, a healthcare information technology outsourcing company, was founded to provide a better-way of implementing, maintaining, and supporting technology for businesses who were not in the business of technology. Their contact center solution is efficient for clients and Agents which creates an exceptional customer experience.