Ensure the quality and compliance of your calls with Speech Analytics

Mastering the quality and compliance of your telephone interactions should be simple, right? However, this is not always the case. Calibrations, evaluations, debriefings, training... it can quickly become a headache.

This is where Speech Analytics comes in to simplify your processes, deepen your customer knowledge and maximize the upskilling of your teams.

LEADING CUSTOMER RELATIONSHIP CENTERS TRUST US

The challenges faced by contact centers without Speech Analytics:

The inherent difficulties in maintaining quality and compliance

Without Speech Analytics, Quality Monitoring in your contact center is as challenging as your quality standards are high.

Call evaluation is time-consuming.

Traditional evaluation tools require listening to entire inbound and outbound calls, making it a tedious and time-consuming process.

Only 1% of calls are listened to.

Random evaluations provide an incomplete and biased picture of your teams' performance, making it difficult to personalize training.

Knowledge sharing is costly.

The transfer of skills and continuous updating of customer knowledge bases are difficult, representing a high and constant cost.

The solutions provided by Speech Analytics in the contact center:

Transform your Quality Monitoring with Speech Analytics.

With Batvoice AI, optimize every stage of your operations, from calibration to debriefing.

Automated evaluations

Digitize your quality grids for a rapid and precise evaluation of your advisors' inbound and outbound calls.

Custom personalized skills radar

Identify individual training needs to better maximize the collective performance of your team.

Simplified call reports

Generate synthesized reports to debrief effectively, train continuously, and feed your library of best practices.

Access our product demo:

Discover the power of Speech Analytics for yourself

Imagine being able to combine the power of AI with the finesse of human evaluation to improve the quality and compliance of your calls.

With Speech Analytics, it's possible. Request a demo of our Batvoice AI solution and accelerate your quest for exceptional customer interactions.

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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