Many businesses expect that once they adopt a speech analytics solution, it will integrate with all of their other applications, including their CRM system. Many CRM systems can be integrated with speech analytics technology, but there are significant distinctions between the two platforms and how they are used that must be understood.
Speech Analytics
Speech analytics is, at its core, a technology that automates the procedure of monitoring client interactions. Speech analytics, which is delivered as an enterprise software solution, pulls information from client conversations that might otherwise be lost.
Speech analytics software is frequently used to identify things like the purpose for the call, the products mentioned, and the caller’s mood. If speech analytics technologies are applied properly, software can analyse terms spoken by customers to swiftly determine their needs, wants, and expectations, as well as areas in which the organisation can improve.
Speech analytics software can help a company act on previously unusable data from client service calls and acquire insights about customers that would otherwise only be found in volunteering surveys. The findings can be applied to better customer experience, measure the impact of sales and marketing campaigns, and pinpoint any contact centre operational concerns, among other things.
Working of Speech Analytics Software
During a service desk contact, real-time speech software solutions can be used to deliver programmed responses based on past calls regarding similar concerns or to warn management when a situation needs to be escalated according to the caller’s tone or intonation.
The transcription of calls into searchable, usable data is a common starting point for post-call speech analytics. The results are categorized and accessible through a query engine, and dashboards and statistics can be created to enable users to drill into and filter outcomes. As a quality assurance technique, post-contact technologies can also allow agents and supervisors to route calls to specific personnel for further study in order to solve recurring issues.
CRM Integration
A customer relationship management (CRM) system is a strategic tool that firms in a variety of industries should use to understand better who their customers are and how they interact with them. Yet, if you want to get the most out of CRM, you need to make sure it’s linked with the rest of your software stack.
The smooth connection between your CRM software and third-party applications is known as CRM integration. These linkages result in automated actions that enhance the usefulness of your product and eliminate the need to switch between platforms.
Integration of Speech Analytics Software with CRM
There are distinctions between the kinds of information provided by a CRM and a speech analytics platform. A speech analytics software looks for patterns and trends in many calls. Speech analytics technology isn’t intended to help with a single person’s situation or call recording.
Likewise, a CRM system aids help desk personnel in their daily tasks. It is critical for a manager or upper-level employee to manage insights and then share them with the team in order to maximise the benefits of a speech analytics technology investment.
CRM software and speech analytics software are both essential business tools. As a result, incorporating CRM into speech analytics technologies is extremely advantageous.
