Solutions for Agents (1) Improve support quality

Problem Problem

Contact centers have long battled high rates of turnover.

A smooth new agent onboarding process is a particularly difficult challenge. For new agents, finding the right knowledge from the enormous FAQ is a daunting task. Unfortunately, becoming a skilled agent does not happen overnight.

Enormous FAQ
Solution Solution
ForeSight Voice Mining helps new agents, by listening to the conversation and automatically recommending relevant knowledge when needed. This reduces hold time to look for the right knowledge and possibility of giving wrong information to customers. I want to open an account... I can answer that!

Solutions for Agents (2) Reduce costs

Problem Problem
Many contact centers are cost centers and reducing costs is an ongoing concern. Text transcript for auditing
Solution Solution

ForeSight Voice Mining reduces your call center’s overall operational cost by supporting agents’ work including their after call work (ACW). All calls are transcribed using ForeSight’s award-winning speech-to-text engine and can be exported so no manual transcription is needed. The transcribed text can be also copied and pasted into call logs.

ForeSight Voice Mining
Solutions for Supervisors

Solutions for Supervisors

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Solution for Analysts

Solutions for Analysts

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