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On demand QEval® Webinar Series

Reshaping Customer Agent Experience with Integrated Speech Analytics

How artificial intelligence and human intelligence combine in quality monitoring. A look at integrated speech analytics and what it surfaces about the agent and customer experience that manual review never could.

52 Minutes On demand Jim Iyoob, Shawndra Tobias, Robert Beasley and Brian Hurley
J
Jim Iyoob
President, ETS Labs
S
Shawndra Tobias
Speaker
R
Robert Beasley
Speaker
B
Brian Hurley
Speaker
AI & Voice Speech analytics Quality monitoring
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About this session

How artificial intelligence and human intelligence combine in quality monitoring. A look at integrated speech analytics and what it surfaces about the agent and customer experience that manual review never could.

 

What you will learn

What speech analytics detects at scale

How AI and human review work together

How to act on sentiment and intent signals

How to close the loop from signal to coaching

Contractual commitments

Four numbers no peer publishes.

94%+
Accuracy SLA
Written into the master agreement
30 days
Deployment
Money-back guarantee
60 days
Exit clause
Cancel with notice, no penalty
120 days
ROI
Documented customer-average outcome
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