Benefits of cloud telephony for your business
Enable 100% Quality Assurance
Enable 100% call quality monitoring. Unlike traditional QA, you can now monitor every single call & chat against 30+ parameters instead of just a sample of conversations.
Create truly empathetic CX
Go beyond CSAT and traditional metrics. Uncover customer sentiment & pinpoint the root cause behind it to create impactful CX changes.
Customer insights are critical for every department in your business. Our solution makes it easy to sort, filter, and get critical marketing, CX, and product insights from your call center data.
Accelerate Call Quality Monitoring & Supervision
Enable empathetic, personalized agent training
See an immediate impact on your Contact Center performance
Prevent escalations in real-time.
Our intuitive dashboards and proactive alerts make it easy for team managers to identify outliers and solve issues as they occur rather than after the fact.
Visibly Improve CX
Our dashboard is intuitive and easy to use. Managers need no training to use it and your business gets critical CX insights from the get-go.
Transform agent performance in weeks
Your team leads can pinpoint performance lags faster and often improve agent scores within the first few weeks of deployment.
Features of Our Speech Analytics Solution
Learn how Ozonetel Speech Analytics powers better agent performance for the World's Largest Insurance Scheme
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Frequently Asked Questions
Yes. The proprietary model for Ozonetel speech analytics is developed by applying deep learning techniques. We combine the use of natural language processing techniques as well as voice analytics to accurately capture customer sentiment.
Speech analytics analysis of voice interactions using natural language programming (NLP). In the call center, this involves analyzing call recordings or analyzing calls in real-time.
Businesses use speech analytics to derive marketing, product development, and call center training requirements. The most immediate benefit of speech analytics is ensuring quality assurance across 100% of calls. Learn more here.
A volume of 60db in a conversation is ideal. If your agents are speaking louder than this, it may be considered rude or unpleasant to hear. If they are speaking softer than this, then the customer may not be able to hear them.
We aggregate various performance parameters into a single score known as Agent Score. This includes parameters such as sentiment (how positive the call was), interruptions (how many times did the agent interrupt the customer), speaking rate, loudness/volume, and interval times, to determine how well an agent performed. The ideal Agent Score should be 90%.