Unlock conversational AI with Speech Analytics
For compliance and performance optimisation
Elevate your compliance to new heights
Analyse 100% of all calls to identify and measure customer and employee performance. ipSCAPE leverages cutting edge AI to surface compliance gaps, caller sentiment and business optimisation opportunities.
ipSCAPE captures and transcribes all calls transforming them with data visualisation tools to gain deep insight into your customer interactions.
Predictive insights to boost agent productivity –
Optimise sales, Reduce costs and Prioritise High-value interactions
Imagine if you could pinpoint the exact moment you turned a prospect into a customer?
Speech Analytics can help you discover performing and underperforming customer communication areas to deliver the most effective scripted material. Create better outcomes by identifying and replicating your most successful conversations.
ipSCAPE’s Speech Analytics solution is ISO 27001 certified, ensuring our customers have confidence in our information security protocols
Proven Use Cases
Discover how AI is improving the customer experience
- Customer Intent / Call Driver Analysis – Why are customers calling?
- Repeat Calls root cause analysis- First call-resolution. Why are customers calling back?
- Growth Opportunities – What are customers enquiring about that we don’t currently satisfy?
- Employee Attrition and Engagement – Emotion Health Assessment, Unfair dismissal analysis
- Customer Churn Risk – Sales Cancel From Inception (CFI) prediction model
- Issue Resolution – Reason for unresolved calls
- Customer Experience – CSAT and NPS
- Compliance – Identify “expressions of dissatisfaction”
- Risk Assessment – Adherence to mandatory phrases
Advanced Insights into Customer Needs
- Behaviour Listeners – Score and / or Predict target customer or agent behaviours within a conversation using advanced AI machine learning techniques
- Script Adherence – Measure, score & audit mandatory or general compliance requirements within a conversation
- Emotion AI – biometric measure of client or agent emotions during a conversation
- NLP Measures – summarisation, topic analysis & categorisation
Data Paralysis? Get Sentiment Analysis
Uncover AI-derived actionable insights from customer and agent sentiment
Visualise and monitor key metrics through word clouds and graphs to understand the health and productivity of your contact centre.
Create an environment of continuous improvement through dashboards highlighting customer sentiment for early detection of potential problems.
Reduce QA time by 90%
Achieve 100% call quality monitoring
ipSCAPE’s Speech Analytics solution allows you to:
Enhance contact centre performance
Derive insights to reduce agent handle time, and repeat calls
Discover customer insights
Gain valuable insights into customer satisfaction, business issues, competitive intelligence, and marketing campaigns
Discover the root causes and predict at-risk customers through your contact centre recordings