Augment Your Entire
Contact Center Team

ForeSight Voice Mining doesn’t just make your
agents better at handling calls. It also empowers
managers to provide timely coaching—and gives you
the data to keep improving.

ForeSight Voice Mining

Features

Transcribe Calls Real
Time

Transcribe Calls

Convert the conversation between the agent and the customer into text in real-time.

Highlight Important Words Real
Time

Highlight Important Words

Get alerted on opportunities and risks with color-coded keywords

Knowledge Recommendations Real
Time

Knowledge Recommendations

Automatically display the manual according to the conversation

Automatic Check of Important Notices Real
Time

Automatic Check
of Important Notices

Detect risk and tighten your compliance. 

Support Request/Chat with Supervisor Real
Time

Support Request/Chat
with Supervisor

Request supervisor assistance if needed with a click of a button

ForeSight Voice Mining augments agents with real-time tools such as knowledge recommendation, call flow guides, and a supervisor help button. It transforms agents into “super” agents who can provide superior CX and increase sales while working more effectively.

Real-Time Call Monitoring

Real-Time Call Monitoring

Supervisors can simultaneously monitor agent conversations.

Real-Time Alert

Real-Time Alert

Get automatically alerted when keywords are detected.

Call Search & Review

Call Search & Review

Supervisors can search calls by a variety of filters .

ForeSight Voice Mining turns your supervisors into “super” supervisors. It lets them monitor multiple agents at once, review previous call activities, make proactive decisions, and deliver timely support to agents-all in real time.

Dashboard

Dashboard

Visualize the analysis results from various perspectives

ForeSight Voice Mining’s dashboards with automatic call analysis data help analysts gain insights to improve product, service quality, and operational efficiency. QA managers can also use dashboards to check agents’ performance such as talk scripts and compliance rates.

System Architecture

Give your contact center Agents and Supervisors the real-time assistance they need to provide better Customer service instantly. Give your Managers and Analysts the actionable insights they need to increase the quality of your Customer-facing activities. ForeSight Voice Mining delivers both to help enhance all aspects of your Contact Centers.

ForeSight Diagram

ForeSight Strengths

All in real-time

All in real-time

ForeSight is originally designed for the purpose of human augmentation by real-time assistance to generate revenue and profit.

Advanced Patents Technology

Advanced Patents Technology

NTT Laboratories hold more than 18,000 advanced patents. ForeSight Voice Mining leverages this cutting-edge research in its speech recognition, sentiment analysis, natural language processing, AI, and more to make it a truly world class solution.

Design Thinking Consultation

Design Thinking Consultation

With the help of our experts, you can identify your best opportunities for generating additional revenue. Clarify your priorities. And come up with clear, workable solutions—even if they don’t involve ForeSight Voice Mining.

Request a free design thinking consultation from NTT. Our design thinking experts can:

  • Observe your current operations to identify areas for potential improvement.
  • Help you gather data on your current problem areas.
  • Conduct workshops to train you and your staff in how technology can help support your goals.
Salesforce Integration

Salesforce Integration

Integrate with Salesforce Service Cloud – Give your agents and managers the best of both worlds in one view. ForeSight Voice Mining integrates with Salesforce Service Cloud. As a result, your team can see a wealth of customer information from Salesforce alongside transcriptions, call details, and keywords and phrases from ForeSight Voice Mining.

Accurate Voice Recognition

Accurate Voice Recognition

At the heart of ForeSight Voice Mining is a powerful speech recognition engine that incorporates AI and a variety of cutting-edge speech technologies to give you performance you can’t get from any other solution. This engine is designed to be tuned to the unique needs of your contact center so that you can augment your people and accelerate your business success.

Supported Voice Infrastructures

Amazon Connect​

Amazon Connect​

Cisco Unified Communications Manager (CUCM)

Cisco Unified Communications Manager (CUCM)

Avaya 7/8

Avaya 7/8