Since 2014, Canal+ has been using the OWI.Opinion solution to gauge its subscribers’ experience in real time and speed up response times to their needs, based on semantic analyses of their chats with an adviser.
Canal+ is now rolling out this monitoring system across all its Customer Relationship channels, in particular the telephone – the preferred contact method for the company’s subscribers. The leading French pay-TV station is seeking to broaden its knowledge of its clients’ expectations in order to maintain optimum satisfaction levels, and also to improve the performance of its telephone platforms.
On the strength of collaborations demonstrating the effectiveness of the alliance of their technologies to major players in the banking and insurance sector, it was a natural step for OWI and Vecsys to offer to assist Canal+ through their synergies.
« Thanks to Vecsys’ voice transcription engine, our dashboards are enriched by weak or emerging semantic signals from telephone conversations rather than simply from written channels, explains Christophe Dany, OWI Managing Director. NFollowing a short delay of 15 minutes we are thus able to bring up key indicators such as the distribution of reasons for calling, issue warnings in the event of anomalies and provide insight into customer experience expressed via this channel. »
« This partnership with OWI – a recognized semantic analysis expert – confirms the relevance of our voice transcription technology to the Speech Analytics field, adds Ariane Nabeth-Halber, Vecsys Development Director. Moreover, Canal+’s industry leader position will help us to achieve our ambition of becoming a major player in voice technologies aimed at improving Customer Relationship Management and optimizing performance levels at contact centers. »
Vecsys’ Speech Analytics service involves processing telephone conversation recordings through its flagship solution, MediaSpeech®, which transcribes audio sources quickly and accurately, allowing it to produce reliable dashboards virtually in real time. It also provides live call analysis with on-air detection of key phrases and monitoring of acoustic cues (speech volume and rate agent vs. client speaking time, silences, etc.). The solution brings up indicators and alerts on agents’ and supervisors’ screens at contact centers, enabling them to take immediate action during ongoing calls.