SPEECH AND TEXT ANALYTICS

While a QA team is an integral part of any call center, to ensure agents provide the best possible customer service through objective and targeted reviews of the interactions, there is only a finite budget for the QA team which limits the number of resources available to review the interactions.

The QAer provides access to cutting edge speech and text analytics tools in order to transcribe non-text (voice) interactions, perform advanced search algorithms to flag and report through the creation of QA sessions, and assign these later ones to the appropriate personnel.