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Speech Analytics is leading the transformation in call center operations by providing key insights into customer experience, call center efficiency, agent performance, and much more. These insights utilize data to enhance customer experiences, improve operational efficiency, create a motivated and successful call center team, and increase customer satisfaction. However, to achieve these benefits, it is essential to deploy the right speech analytics solution in your call center operations.
Why is it Crucial to Choose the Right Speech Analytics Solution?
Investing in speech analytics technology is a significant business decision. With advancements in Conversational AI and Large Language Models (LLMs), analytics technologies have evolved, unlocking greater opportunities. Consequently, an increasing number of companies are entering the speech analytics market, making it more challenging to choose the right solution.
To maximize the benefits of speech analytics software, it is essential to choose a technology provider that not only offers exceptional pre-sales and post-sales services but also stands out with best-in-class technical features.
SESTEK's speech analytics solution, Knovvu Analytics, meets all your needs for excellent call center operations. Below, we have compiled the key factors to consider when choosing the right speech analytics solution. To illustrate the benefits of making the right technology choice, we have highlighted SESTEK’s standout features. Let's take a closer look at these features, which we believe will guide you in making the best choice.
Driving Technological Progress Through R&D
Research and development (R&D) is a crucial driver of a company's growth, fueling innovation, invention, and progress. Continuous R&D is essential for adapting to ever-changing conditions, as products without ongoing support quickly become outdated and miss out on the latest capabilities and features. Therefore, R&D should be central to any technology company aiming to maintain and strengthen its market position.
At SESTEK, R&D has always been at the core of our operations. Maintaining our market-leading position requires us to lead through innovation. Therefore, we see our company primarily as an R&D center, rather than just a commercial entity. In our two R&D centers located in Istanbul and Ankara, our team of over 100 expert engineers develops tailored technologies for industries such as finance, healthcare, and robotics. Additionally, we invest over 40% of our revenue into R&D and contribute to national and international projects like Horizon, Eurostars, Eureka, TrustED, and Globalstars.
Unmatched Expertise in Speech Analytics Projects
The rise of AI tools has made it easier for new companies to enter the market, resulting in numerous new analytics providers each year. Despite appearing similar, these companies differ significantly, particularly in terms of expertise. An experienced technology provider possesses a deep understanding of speech analytics technology, including the latest advancements and best practices. They are also knowledgeable about various industry-specific requirements and challenges, helping them deliver customized solutions.
Apart from other technology providers, SESTEK brings over 25 years of experience in voice and AI technologies, with a strong focus on call center solutions, including speech analytics. Our extensive experience means we have mastered this domain and know how to help our customers see improvements from day one.
Market-Leading Technology at the Heart of Solution
The functionality of speech analytics largely depends on the speech recognition engine it uses. Speech recognition converts spoken words into text using speech-to-text technology, turning them into an analyzable text format. Therefore, a powerful speech recognition engine is crucial, and its effectiveness is measured by its accuracy rate. A high accuracy rate means better speech understanding, which enhances the performance of speech analytics.
At SESTEK, our speech recognition engine boasts a market-leading 97% accuracy rate. This high level of accuracy ensures not only the success of our speech analytics platform but also guarantees the success of all our voice-enabled projects.
Exploring Essential Technical Features
The capabilities mentioned earlier are foundational for ensuring the best performance of a speech analytics solution. They are crucial features to consider when selecting the right speech analytics technology. However, a successful project requires more than just these basics. A speech analytics solution must be equipped with advanced technical features to ensure seamless contact center operations.
SESTEK’s Speech Analytics technology, Knovvu Analytics, stands out from its competitors due to its comprehensive technical features. From speaker diarization to topic categorization and sentiment analysis, SESTEK offers advanced capabilities that maximize the benefits of speech analytics implementations. Let’s explore these features and the benefits they provide:
High Performance: Knovvu Analytics delivers faster response times and prompt query results, ensuring high performance in speech analytics operations. This means that users can obtain insights more rapidly, leading to faster decision-making and improved efficiency in call center operations.
In-Depth Analysis with Voice Features: From speaker diarization and multilingual identification to AI-driven sentiment analysis without the need for pre-defined categories, Knovvu Analytics offers advanced voice features for in-depth analysis. These features enable accurate analytics results, enabling users to gain deeper and actionable insights.
Advanced Agent Performance Management: Our solution measures agent performance with metrics like silence duration, monotonicity, and interruptions. Additionally, it offers a self-practice module for agents to improve their performance, along with real-time triggers for supervisors to receive notifications promptly. This enables real-time reporting for immediate insights into agent performance.
Ease of Use: Knovvu Analytics offers practical usability through pre-built categories generated by AI-driven topic categorization and visual query design with no coding requirements. This makes it easier for users to navigate the platform and perform complex analyses without extensive technical expertise.
Customizable to Different Needs: Knovvu Analytics can be tailored to precisely match your needs. For example, it can be deployed both on-premises and in the cloud thanks to its containerized architecture. Besides, the solution also supports multi-tenancy for different teams, business units, and operations, providing flexibility and scalability as your organization grows.
Advanced Training and Support: SESTEK offers top-notch training and support to ensure Knovvu Analytics users can utilize the solution in the most effective way. This includes comprehensive onboarding training, access to resources such as user guides and knowledge bases, and ongoing technical support.
Selecting the right speech analytics solution is crucial for enhancing call center performance. To make the best choice, evaluate technology providers based on their experience in the field, R&D approach, technological background, and the technical features of their solutions. SESTEK's Knovvu Analytics stands out with its robust features and comprehensive support, making it an excellent choice for your speech analytics needs.
Explore the Power of Speech Analytics with Knovvu Analytics
Discover how SESTEK outperforms its competitors with Knovvu Analytics solution.
Calculate the potential savings for your organization using our speech analytics cost savings calculator.
Request a demo today to explore SESTEK’s speech analytics technology in detail.
