Is speech analytics available with Virtual Contact Centre?

by Amy Helliwell

8×8 Speech Analytics searches customer interactions for compliance, customer insights, and agent performance purposes. Now companies have the visibility needed in order to:

Gain awareness of problems as well as opportunities. Supervisors can drill down and listen to calls that are grouped into pre-defined, customizable categories
Boost productivity and agent performance through more productive coaching

Reduce costs associated with agent churn by immediately identifying and rectifying problem areas

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