Automate the scoring of agent performance and customer experience using advanced speech analytics

The average U.S. contact center generates more than 303,000 hours of audio recordings annually for quality and compliance purposes. While many contact centers utilize multi-channel analytics solutions to mine this mountain of unstructured data, it is now possible with advancements in the analytic scale and accuracy of speech analytics to automatically score all call recordings.

Download this white paper to learn more about:

  • the challenge of data sampling for contact centers
  • the challenge of manual data collection
  • the use of advanced analytics to score all customer voice interactions

By automating the scoring of agent performance and customer behaviors, OpenText™ Qfiniti AutoScore provides unprecedented visibility into contact center performance and customer experience. This white paper will  help you understand why auto-scoring is so important to your mission-critical contact center. We can help you understand how Qfiniti AutoScore can supercharge your current quality assurance program.

 

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