Transform each call into an opportunity to improve the customer experience

Have you ever dreamed of being able to understand every conversation with your customers, identify all their needs and resolve them with precision?

Thanks to the thousands of hours of calls from your CRC combined with artificial intelligence, transform your voice data into concrete and prioritized actions to offer an exceptional customer experience.

LEADING CUSTOMER RELATIONSHIP CENTERS TRUST US

The challenges faced by contact centers without Speech Analytics:

The Voice of the Customer is as important as it is difficult to leverage

Understanding the benefits of comprehensive customer knowledge is crucial for enhancing your customer experience. However, fully leveraging this knowledge is no easy task.

Incomplete identification of call reasons.

Your current methods do not capture and quantify the full diversity of your customer interactions, making it difficult to understand needs and implement relevant action plans.

Poorly qualified measurement of dissatisfaction.

Traditional surveys like NPS and CSAT do not provide enough detailed information to fully understand the sources and severity of customer dissatisfaction and address them effectively.

Approximate monitoring of action plans.

Without the right tools, it is difficult to measure the impact of your customer experience improvement initiatives, hindering your ability to adjust strategies in real-time and involve your teams in your challenges.

The solutions provided by Speech Analytics in the contact center:

Place your customers at the center of your CX strategies with Speech Analytics.

Motivate, prioritize, and monitor your action plans with structured, enriched, and accessible customer data, powered by Batvoice AI technology.

Detailed topic identification

Visualize and analyze in detail the topics discussed during customer calls, enabling a deeper understanding of their needs and concerns.

Comprehensive dissatisfaction analysis

Quickly detect sources of dissatisfaction and prioritize the problems to be resolved with advanced acoustic and semantic analysis.

Real-time monitoring of action plans

Anticipate trends, measure the effectiveness of corrective actions, and react to critical situations in real time thanks to integrated monitoring and alert functionalities.

Our clients have transformed their customer experience thanks to Batvoice

You're not alone in struggling to understand your customers' needs and dissatisfactions.

Vanessa from the Pierre et Vacances Center Parcs group tells how she was able to detect and resolve a recurring pain point within her customer service department.

Access our product demo:

Transform your approach to customer experience with Speech Analytics

Discover how our solution can help you understand and proactively act on your customers' needs. Unlock the potential of your contact center by placing the customer at the heart of your customer relationship improvement processes with Batvoice.

Testimonials

Our customers say it best

1 point of conversion, when you estimate that we are at 30% of conversion on average, that we make 200 million [of sales by telephone per year], if you add 1 point, you do the calculation, we are talking about many millions of euros and this is very concrete.
Grégory Sion Managing Director, Sales, Innovation, Digital
Pierre & Vacances Center Parcs Group
We have reduced the rate of painpoints per call by 19%, mechanically we have also reduced the number of calls by 17%. Overall, on my scale, this represents savings of €300,000.

This has enabled us to gain 1 conversion point, i.e. €1.5 million.

Eric Poueys Customer Relations Director Europe
Pierre & Vacances Center Parcs Group
It is simple, modern and effective. The dashboard is very intuitive, helps to make an initial analysis, to exploit the results, to make observations and then to set up and track actions.

The solution's minimalist design makes the tool pleasant to use and extremely effective.

Pero Almeida Quality Training Coordinator
Armatis LC
My area, that of customer management and the customer experience, has been identified as a strategic area for the future, with the Customer Voice that we have managed to make visible with this type of approach and this type of tool.
Eric Poueys Director of Customer Relations Europe
Pierre & Vacances Center Parcs Group
Discover Batvoice in action

How to test Batvoice AI?

The team responds to your account creation requests directly from the chat, or through your preferred method of contact.

What technical efforts are required?

Batvoice AI is compatible with all telephony solutions present in call centers. We will need access credentials to your recording platform. The solution is compatible with all protocols (API, SFTP, etc.).

What results can we expect?

The thousands of hours of feedback activated by Speech Analytics, multiplied by each customer, opens a wide range of high value-added benefits to our customers: increase in sales, conversion rates, upsell and cross-sell, prediction of customer churn risks and reduction of churn, improvement of customer experience and customer satisfaction, assurance of call quality and compliance. Depending on your role and objectives, you can help your supervisors and evaluators improve your quality processes using Automated Quality Monitoring or improve your customer knowledge through the Voice of the Customer.

What efforts by business teams are required?

Batvoice first contacts your account administrator and helps you configure your users' accounts, then offers you a roadmap with two workshops, before giving you access to your new knowledge base of best practices, methods, and tools to make your Speech Analytics project a success. Your teams master the tools and are operational in a few weeks thanks to the dedicated training content of our Batvoice Academy.

Users of Auto QM © Quality Monitoring see the gains in time and efficiency from the first minutes of use. Batvoice adapts to your quality processes and allows you to easily migrate your internal grids, evaluations, and user accounts.

Users of the Voice of the Customer have key information on customer expectations to launch actions and monitor their impact. Strong team involvement around the continuous improvement of the brand and brand image, the organization and processes is necessary to reap all the benefits.

What is this technology?

Batvoice AI is based on technologies developed 100% internally by our R&D department: speech recognition (speech-to-text), natural language processing, affective & social signal processing, predictive analysis. This in-house development is part of our vision of responsible and ethical AI as well as the growing importance of data sovereignty, values shared with the VoiceLab, of which Batvoice is a co-founding member.

Is it GDPR compliant?

Yes:
- Your information message at the beginning of the call to your customers remains unchanged: "this call may be recorded for quality and training purposes."
- Batvoice automatically anonymises the personal data contained in the audio of the calls and in their transcription.
- The solution is available either in the "Cloud" or "On premise".
- Cloud data is processed in the European Union in accordance with GDPR policy.
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