Johannesburg, 14 Aug 2008
Using emotion detection and word spotting, Interactive Intelligence's Interaction Feedback allows for real-time call resolution.
According to Joseph Staples, senior VP of worldwide marketing for Interactive Intelligence, companies largely rely on key performance indicators and internal performance metrics when it comes to measuring customer service, but these don't tell the whole story.
"These metrics can skew the customer's point of view, or 'voice of the customer'," he explains.
Interaction Feedback, he says, overcomes this. It works by offering a feedback survey to a caller, which they can complete after speaking to a contact centre agent, while the level of service of the call is still fresh in their minds.
"The best time to resolve a client issue is then and there," explains Dave Paulding, Interactive Intelligence's regional sales manager for UK and Africa. "If you end the call and the client is still angry, you may have lost a customer."
Interaction Feedback incorporates speech analytics which can scan the voice of both customer and agent. "Most other speech analytics software is focused after the event, by means of playing back voice call recording, but Interaction Feedback works in real-time," he says.
The emotion detection software, explains Paulding, scans voices for various characteristics to detect the mood of either the caller or the agent, and send an alert to management. "For example, if stress or anger is detected in the voice of the caller, a manager can intervene by either taking over the call, or whispering instructions into the agent's ear."
This all happens in real-time, says Paulding, so that customer issues can be immediately identified and resolved.
The next phase, explains Paulding, is to integrate 'word spotting' into the software, which will scan for select pre-programmed words, such as "bomb", swear words, or positive words, which will aid the contact centre into further perfecting its customer service.
Interaction Feedback will be launched in Aug / Sep 2008, both nationally and internationally.
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