Overview

Description: CyVoice Analytics represents an extensive voice transcription and analysis solution tailored for CyRecord users, aimed at revolutionizing customer interactions across diverse business landscapes. Harnessing cutting-edge technologies, notably Microsoft Azure services, CyVoice Analytics precisely transcribes voice recordings, conducts sentiment analysis, identifies keywords, and furnishes actionable insights to enhance the efficiency of customer service operations. These insights are seamlessly integrated into CyReport, allowing managers to utilize smart selection filters for a refined and personalized user experience.

Use Case One: Enhancing Call Center Efficiency Imagine a call center receives a high volume of customer calls daily. With CYVoice Analytics, supervisors can monitor agent-customer interactions in real-time, identify potential issues, and intervene promptly to ensure customer satisfaction. By analyzing negative sentiments and keyword usage, supervisors can also track customer preferences and tailor agent responses accordingly, leading to improved service quality.

Use Case Two: Ensuring Compliance in Financial Services In the financial services sector, compliance with regulatory requirements is paramount. CyVoice Analytics provides a robust solution by automatically detecting and highlighting critical keywords pertaining to compliance issues during client-agent interactions. This proactive approach aids financial institutions in ensuring adherence to regulations, mitigating risks, and upholding service integrity at a high standard. Additionally, the interactive transcription feature empowers managers to delve deeper into conversations with ease. By simply clicking on any word or part of the transcription, users can instantly navigate to that specific point in the recording. This functionality facilitates comprehensive analysis of agent tone and customer sentiment, enabling organizations to gain valuable insights for optimizing operational efficiency and regulatory compliance.

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Features

1. Voice Transcription: CYVoice Analytics transcribes voice recordings from customer-agent interactions, ensuring accurate documentation of conversations.

2. Sentiment Analysis: CyVoice Analytics analyzes the emotional tone of callers and agents, highlighting positive and negative sentiments in real-time. The positive sentiments are marked in green while the negative ones are in red.

3. Keyword Detection: Businesses can set up customized keywords to highlight specific words or phrases mentioned during calls. When these keywords are spoken, they are automatically highlighted in bold in the transcription for easy identification.

4. Alert System: CyVoice Analytics features an alert system that notifies designated recipients via email or dashboard notification when critical keywords are detected during calls, enabling prompt action to address urgent issues.

5. Interactive Transcription: Users can click on any word or part of the transcription to instantly jump to that point in the recording, facilitating deeper analysis of agent tone and customer sentiment.

6. Voice Recording: The CyRecord functionality facilitates call recording and within reports it offers various options such as fast forwarding and playback by increments of 15 seconds, adjusting playback speed to 1.25x, 1.5x, 1.75x, or 2x, sharing recordings via links, and downloading audio files.

7. Dashboard Integration: Real-time dashboards provide supervisors with comprehensive insights in:

• Call sentiment scores: Real-time assessment of caller sentiment during interactions.

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• Keyword usage frequencies: Tracking the frequency of specific keywords used during calls and real-time tracking.

Adding CyVoice Analytics Components to Reports:

1. Accessing Reports Section: To select from CyVoice in report, first, navigate to the "Reports" section or dashboard. Users initiating a new report, opt for the "Create New Report" feature. Users modifying an existing report, select the specific report you intend to work on.

2. Entering Report Editing Mode: To adjust an existing report click on "Edit Design" to access the report editing mode.

3. Adding a Column for Playback: Within the report editing interface, locate the option to add columns. Utilize the search bar within this section and type "play" to filter relevant options.

4. Selecting Playback Option: Once "play" is entered in the search bar, click on "record" and choose the primary option labeled "play recording."

5. Integrating Analytic Components: Continuing within the column settings, initiate a search for "analytics" in the provided search bar.

6. Configuring Voice Analytics: Under the voice analytics section, select "Voice Analytic Keywords" and "Voice Analytic Total Call Sentiments" to be displayed within the Voice Analytics Report.

7. Finalizing Selection and Layout: Upon selecting the desired analytics components, proceed by clicking the dropdown next to the "add" button situated at the bottom right corner of the box. Choose the "add in details" option to ensure that the selected components are displayed sequentially within the report.

Features in Edit Design

Toggle (up and down arrows): This option provides flexibility in arranging sections within the interface, granting users control over the placement of each component. For instance, you can position the transcript either at the top or bottom of the interface, and similarly, adjust the placement of the player accordingly. This feature enables users to customize the layout based on their preferences and workflow requirements.

Name Change (edit icon): empowers users to personalize the header for the transcript section. By clicking on this icon, users can easily modify the header text to better reflect the content or context of the transcript, enhancing clarity and organization within the interface.

 Benefits

• Enhanced Customer Satisfaction: By analyzing sentiment and keyword usage, businesses can tailor their responses to customer preferences, leading to improved satisfaction and loyalty.

• Operational Efficiency: CYVoice Analytics streamlines customer service operations by automating transcription, analysis, and alert notifications, reducing manual effort and improving efficiency.

• Compliance and Risk Mitigation: The ability to detect and highlight critical keywords ensures compliance with regulatory requirements and helps mitigate risks associated with non-compliance.

CyVoice Analytics offers a powerful solution for analyzing customer interactions, enabling businesses to optimize service quality, enhance compliance, and drive operational excellence.