Here at Teledata, within our Customer Experience vertical, we have the Speech Analytics solution and today we will tell you 3 things that you NEED to know about this solution.
Speech Analytics is a tool for companies that use telemarketing to communicate with their customers and prospects. It is a software that basically transcribes, stores, recognizes voice and analyzes large volumes of speech automatically. And when it comes to contact centers, this tool is extremely useful and necessary for analyzing and managing the results of customer service or sales teams.
1 – CALL CATEGORIZATION
The first thing you need to know about Speech Analytics is that this tool works as a complement to the Omnichannel Contact Center solution, but it can also be use in any segment that works with customer service operations, whether information queries, customer service, telesales or billing. It guarantees call categorization, that is, it has the ability to automatically analyze and categorize calls, following the rules establishe by each company. This functionality works to facilitate searches in call histories and adds information to team training. This tool works so well because it uses Artificial Intelligence as its greatest asset in the analyses. So, here is the second thing you need to know.
2 – BEHAVIORAL RECOGNITION
Sure, we claim that our database complete 100% correct data as human is collecting data. Ultimately, we will to provide you a high quality full 2024 updated phone number list from worldwide and get your business at the top of improvement. Would you believe our monstrous database gets update across the board once every week. Our complete database are fresh & update 2024 My all database is GDRP base so you can buy here without any problem.
In the latter case, it also includes competitor analysis, as they appear in public quotes. And why is this important? From an intelligent interface, the manager has greater ease in managing employee service and analyzing, in a segmented way, the performance of the agents and the interests of customers and prospects.
3 – REAL-TIME MONITORING
The third, last but not least important point to know about Speech Analytics is that service monitoring occurs in real time. Therefore, it is possible to make quick mobile lead decisions based on the customer’s reactions at the exact moment the service is taking place. This can provide an overview of the customer’s behavior and allows for instant action to correct the service, whenever necessary. In addition to these 3 points that we have just told you, there are many more things that Speech Analytics can provide to your business. Want to know more? Contact one of our experts and they will tell you all the other advantages of this solution.
About the main trends
But if we already have so many interesting things happening, what can we expect in the future?
In Brazil and around the world, there are technological applications in the medical sector that have great potential to add value to the health system, both in terms of care and data and information about patients. Looking to the near future, we can talk about the following trends:
1 – Search for reducing process failures in the health sector:
With processes often being human and not automate, there is a need for automation systems for processes susceptible to greater errors.
2 – Collection and management of patient data:
This is a factor that tends to be agent email list driven by the pandemic.
The larger the patient database, through technological solutions, the greater the possibility that these patients will not need to go to hospitals or that their problems will be resolve more quickly, base on this historical data.
3 – Telemedicine
It is currently regulate more broadly, and being able to work with medical teleguidance is a trend that arrive due to the need of the COVID-19 pandemic, but it can be an opportunity for primary evaluations, alleviating the saturation of large public hospitals.
Many doctors have adopte this solution through videoconferencing. Although it is still an uncertain solution due to regulations, it is a point of attention both for this time of pandemic and for future implementation in daily life.
4 – Personalized service
This is already a demand from patients and a major development that is essential for contact centers in this sector.
With this in mind, it is necessary for attendants to have a history of patient information in real time, in an integrate manner. This integration of information about each patient between hospitals, clinics and pharmacies will be an increasingly important factor in ensuring personalize and local care. A consultation or medication should not be viewe in isolation, but rather integrate in a way that allows for personalize treatment for each person, according to their needs.
Contact Center for healthcare
Within the contact center aspect, some factors can be seen as specific trends for the consumer/patient experience, they are:
Attention to and implementation of Customer Experience. Actions in communication processes and channels; Multichannel Experience for patients; Real-time response and analytics. According to a survey by CEI Survey, it is estimate that this year. 86% of consumers will be willing to pay more for a better experience. And the trend in the healthcare sector is expecte to continue. The unification of service channels is already happening and is expecte to gain even more momentum over time. This unification integrates all service channels and allows customers to use the channel that is most convenient for them. But be careful! This experience must always be the same in any chosen channel. Hence the importance of choosing a solution that provides this support to the Contact Center. In addition, it provides managers and agents with ease in real-time feedback and information management. At Teledata, we work with the Omnichannel Contact Center solution from the Custome Experience vertical. This solution allows data analysis and the unification of Contact. Center service and can be applie in different sectors, including healthcare. Talk to one of our specialists and check out all the solutions we have for the healthcare segment.
