August 07 2007

Speech & text analysis for customer communication

Software that can analyse text and speech and report on contact centre interactions to enable retailers to track trends and issues with incoming communications has been launched by Autonomy.

The "multi-channel interaction analysis software" enables companies to gain a more granular understanding of their customers and quickly understand the trends and issues that could have a profound effect on the business - rather than relying on contact centre staff entering a code or message against each call taken and communication received.

By understanding the concepts contained within all interactions, whether conducted over the phone, in email, chat or the web, and by grouping together related concepts, Autonomy etalk is able to quickly uncover emerging trends and alert contact centre supervisors and managers.

Scott Shute, CEO at Autonomy etalk comments: "There is too much customer information coming into a business from too many sources for a company to realistically keep up with everything that's being communicated by their customer base. Trend detection and analysis simplifies this task by showing common threads of communication that could reveal product defects, fraud or competitive intelligence before issues bubble up to legal action or lost clients."

Emma Herrod