Uncover the Story Within Your Own Data
Using sophisticated speech analytics and language modeling, the PerformLine platform analyzes every call minute to quickly identify trending risk threats and provide the information needed to help improve agent productivity.
Turning spoken word into written word is the core building block of speech analytics. PerformLine automates the review of every minute of every call for data mining that provides deep insights into every word spoken. Flag mandatory or banned language in contact center calls to quickly monitor agent behavior.
Automated QA & Script Adherence
Through automated speech analytics, the PerformLine platform can identify positive or negative trends and rep quality performance — analytics not possibly found using random sampling. Analyze 100% of your call volume to surface actionable intelligence and identify the characteristics of your top agents to establish best practices across your entire organization.
Nothing reveals more about your business than the voice of your customer. Now you can extract actionable information and sentiment from the previously untapped source—every minute of your contact center calls. PerformLine allows you to tag and monitor for specific words, and gain insight into how your customer experience is trending over time.
Through speech analytics we also monitor for important compliance and performance language such as banned terms, required terms, emotion handling, churn risk, escalation behavior, inappropriate language, etc.