Sign In

Communications of the ACM

ACM TechNews

Big Data Mining for Better Contact Center Performance


View as: Print Mobile App Share: Send by email Share on reddit Share on StumbleUpon Share on Hacker News Share on Tweeter Share on Facebook
Singapore call center

Credit: Singapore Stuff

A European Union-funded project is using big-data mining software to improve customer experiences at contact centers.

The BIg Speech data analytics for cONtact centers (BISON) project has "used the complete portfolio of speech technologies, including both speech analytics technologies (speech transcription and keyword spotting) and voice biometrics in multiple European languages," says BISON's Marek Klimes. "This enabled our teams to cover diverse use cases in contact centers." Klimes also says the BISON solution can be applied in various ways, noting "you can unveil blind spots in contact centers that result in higher costs. To be more specific, we can tell you if contact center agents speak too fast, interrupt customers, or are having overly long monologues or even what the most common topic brought up during calls is."

From CORDIS
View Full Article

 

Abstracts Copyright © 2018 Information Inc., Bethesda, Maryland, USA


 

No entries found