Don’t miss anything of what your customers and leads say!

Contact Center

Detect in real time key phrases and strengthen the responsiveness and timeliness of your agents

Contact Center

Improve your customer satisfaction and assess the effectiveness of your arguments

Contact Center

Boost your sales and develop your offering thanks to a better understanding of needs and trends

Vecsys’s expertise in multilingual automatic transcription and speech content indexing, combined with reference partners, is used to analyze customer contact center conversations in order to improve operational efficiency and knowledge of customer or prospect needs.

LIVE ANALYTICS
Direct Performance

⟩ Live in-call speech analytics

Pop-ups and alerts agents & supervisor
Instantaneous reply -suggestion to the agent

⟩ Acoustic features display  (speech  rate and volume, agent vs. client speaking time, silences, …)

⟩ Agent script tracking (compliance / suggestion)

⟩ Indexing of alerts and key-phrases for the purpose of a delayed analysis

Live-Analytics-Speech-Analytics

BATCH ANALYTICS
Operational Efficiency & Customer Intelligence

⟩ Call statistical distribution

Reasons (claim, commercial gesture, delivery, …)
and trends (terms occurrence, thematic, …)

⟩ Reporting with a slight delay (15 minutes)

⟩ Customer sentiment analysis

⟩ Customer profiling

⟩ Competitive watch (frequency of citation per call)

⟩ Identification of good vs bad practices

Batch-Analytics-Speech-Analytics

IMPROVE YOUR WORKFORCE PERFORMANCE IN REAL-TIME

  • Agent self-training
  • Reduced average handling time (AHT)
  • Following the best practices
  • At-risk customers detection

ACCESS A MINE OF STRATEGIC INFORMATION

  • Assess the effectiveness of your arguments and identify brakes and levers for increasing your sales (up & cross selling)
  • Seize trends for adapting and developing a successful offering

Reliable and powerful solutions

Major French and abroad players in the fields of Energy, Bank and Telcos are already using Vecsys’s technologies for improving the performance of their contact centers.

In 2015, Canal Plus chose MediaSpeech® to deepen its understanding of its subscribers’ needs and the operational efficiency of its telephone platforms.

Why analyze telephone conversations in the digital era?

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