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Based on pioneering emotion detection technology and Layered Voice Analysis™, SKYLEX Interaction Analytics solution is an innovative commercial call center quality monitoring and reporting system. SKYLEX Interaction Analytics diligently monitors call center supervisor and operator performance, online and offline. The system provides the technological platform for training operators to deliver the optimal customer service. Operators can easily monitor their own performance and customers' emotional levels with unique emotional level indicators, and supervisors can generate comprehensive service level reports.
With global call centers quickly on the rise, service providers are faced with maintaining stringent quality standards and an increasingly high level of customer satisfaction. To remain competitive, commercial call centers must support a range of voice services, including outbound cold calling and telemarketing, inbound customer support, order taking, advertising, promotional campaigns, and chat services, such as SMS chat, and email.
Further, call centers' mounting operational expenses - monitoring customer satisfaction levels, QA, recruiting, and training, have escalated the need for a highly efficient and reliable solution. In an effort to uphold high quality standards, lower training costs, attain subjective customer information, and accelerate service level reports, call centers require a total quality management solution.
SKYLEX Interaction Analytics raises the bar on the development and enhancement of current voice analysis technology, offering call centers and their customers unparalleled levels of quality, efficiency, and accuracy. The system significantly decreases operational costs by fully automating QA processes, offers low Capex and Opex, and market-proven ROI: supervisor listening to one call - about $3.00, as compared to automated analysis that is significantly cheaper.
SKYLEX Interaction Analytics reduces operators' subjectivity, and increases self-training and motivation by integrating performance level indicators into the system. This translates into faster, more efficient service and support, and ultimately, improved efficiency at the supervisor and operator level. Simply put, superior service quality results in improved customer loyalty!
The system is based on Layered Voice Analysis™ (LVA), Nemesysco's patented LVA technology. LVA is an effective, versatile, and reliable emotional analysis tool that detects varying emotional states, including stress, anger, embarrassment, hesitation, and concentration levels.
Call centers benefit from an easy to install and easy to deploy independent recording system that is not hardware dependant, and is equipped with an option to operate the system without recording a conversation. SKYLEX Interaction Analytics increases call centers' effectiveness of collections, cross-sale and up-sale programs, telemarketing programs, and special offers. The software is not language independent, has no legal restrictions, and is available with comprehensive, 24/7 online technical support.
The system operates in two distinct modes – Offline and Online.
Offline mode enables SKYLEX Interaction Analytics to determine customer satisfaction levels, supervisor functionality, and operator service levels via recorded calls and dedicated LVA parameters. Supervisors can study customer satisfaction levels, analyze customer loyalty trends, oversee operator service quality, train new operators, and establish optimal call center operation. Operators can easily monitor and control service levels during calls, and train themselves on sample calls.
Online mode provides real-time analysis during a call, where SKYLEX Interaction Analytics provides a comprehensive "snapshot" of the callers' and the operators' emotional states, while it analyzes changes and trends in the conversation. Supervisors can determine dissatisfied customers despite the operator's level of experience, and decide on optimum time to offer additional services or apply retention programs. In addition, they receive real-time alerts of customers' and operators' emotional states, easy two-way communication with the operator, and a detailed view via an activity window of the emotional changes during the call. Supervisors can generate thorough reports, including: listen to recorded calls, select quality criterion and rate recorded calls, define calls for self-training and coaching, and statistics per specific operator, date, or time. Operators can control customer satisfaction levels, notify supervisors to apply retention programs, receive "Help" messages from other operators, and manage individual workloads, particularly with highly-stressed operators.