SPEECH ANALYTICS FOR ONLINE MARKETPLACE

Recognition and analysis of recorded dialogues, identification of call topics, identification of points of growth of operators work

Client and problem

The marketplace with a large remote customer service department (52 people) ordered from Fonemica the implementation of speech analytics solutions to conduct a comprehensive audit of the work and identify possible improvements.

Solution possibilities

Fonemica specialists studied the customer's activities and identified the possibilities of using speech analytics solutions:

Products and services offered

The installation and integration of solutions for:

Implementation results and performance growth

Increased upselling

by 18%

Reducing bounces

by 14%

Order processing speed

by 19%

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