Tech-enabled BPO’s speech analytics platform enhances speech-to-text transcription of calls for more precise data analytics and personalized call center solutions

iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced the release of its newly enhanced customer speech analytics platform.

The cloud-native speech analytics platform now includes full call transcription, or speech-to-text translation, for recorded interactions between a customer and customer service agent. iQor’s data scientists, optimization group and operational teams use the data derived from the translations to drive client-specific solutions that improve the caller’s overall experience as well as internal operations.

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“Analyzing the true needs of customers is more critical than ever due to the demand for personalized service,” said Chief Operating Officer at iQor, Martin Lehtio. “iQor’s speech analytics platform allows us to identify customer dissatisfaction as well as operational challenges. This information is then used to create strategies that can improve the customer experience across any channel.”

Other new features of iQor’s speech analytics platform include synchronized screen capture playback with closed captioning, sentiment analysis, advanced filtering, and customized word-cloud reporting.

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“iQor’s data solutions and analytics team is dedicated to using the power of data to understand the underlying needs of the customer,” said Senior Vice President, Data Solutions and Analytics at iQor, Bryce Engelbrecht. “We will continue enhancing the platform as customer needs evolve and become more complex.”

iQor’s speech analytics platform is used to help create solutions that increase first contact resolution (FCR), decrease average handle time (AHT) and provide indicators of customer churn, which, when all combined, result in an overall improved customer experience. iQor also uses the platform to support compliance procedures and in identifying areas in need of coaching to support ongoing agent training and quality assurance.

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