There are many strengths to voice analysis, and Quicksearch offers voice analysis in several contexts.
A common use for voice analysis is within customer service, where customer service calls can be interpreted based on what they were about and the tone of the end-user during the call.
With or Without a Follow-up Survey
- Voice-only calls without a follow-up survey provide insights into the types of issues that arise, which agents handle the issues, and the tone of the end-user.
- Combined with a survey, it's possible to capture the end-user's experience after the call, such as whether the issue was resolved and assessments of how the issue was handled. This can be used for coaching customer service employees and for process improvements.
More Advanced Use
Voice analysis enables the content of the survey to be directed based on the topic of the conversation. For example, if the customer talked about a complaint or an invoice issue, this can guide the survey to only include topics relevant to the customer by excluding questions about other subjects or by framing the questions to match the issue, like "Was your invoice issue resolved?" or "Was your complaint resolved?"
In each such case, the flow is adapted to your processes in collaboration with Quicksearch professional services.
Language Support
Quicksearch supports voice analysis in Swedish and English by default. Additional languages can be added as an extension.