Customers are able to benefit from the in-depth and cumulative knowledge base we have created during previous implementations. Our knowledge base shortens implementation time and ensures customers are up-and-running rapidly with our Speech Analytics solutions.
To further streamline implementation, we have developed a clear process that follows this basic framework:
- Verify the customer's business challenges and the goals of the solution.
- Design the solution complete with KPI measurements, anticipated call topics and metadata, user roles, workflow diagrams and a project plan.
- Integrate the SpeechMiner system with the organization’s call recording system and set up the technology framework.
- Tune the UTOPY engine to look for the key information that will answer the organization's questions.
- Refine analytics and dashboards, define alert thresholds and configure workflow processes to direct the recommendations and intelligence to where they will have maximum impact and make certain the mined information will drive proper action. If needed, design the export of our findings to existing data warehouses and analytic tools.
- Present initial findings to the customer for validation and then refine all areas before turning the solution into production mode.
- Train users to ensure that the solution is being utilized effectively and that the results are understood and actionable.
The implementation will typically require 1-2 months, and customers receive actionable information for decision making shortly after the process begins and throughout the remainder of implementation.
"58% of CEOs do not believe they have enough information about their own customers and don’t know how to get it."
