The Real-Time Service to Sales application utilizes the Speech Analytics platform by profiling the caller and the agent, as well as the context of a call, to identify sales opportunities with the purpose of leveraging both cross-selling and up-selling opportunities. The agent is guided in real time to capture these opportunities, thus increasing sales and revenue.
Speech Analytics has various benefits, including its ability to:
- Use historical data to profile a customer based on demographics, past transactions, past responses to sales offers, interaction history, satisfaction levels, etc.
- Profile the customer service representative’s skillset and past sales performance
- Identify sales opportunities using the context of the interaction
As a result, customer satisfaction is improved, as they're offered solutions to their inquiries in real time.
Tags: Contact Center, Real-Time Service to Sales, Real-Time Solutions, Speech Analytics, Workforce Optimization